CN104956381A

CN104956381A - Graphical user interface for monitoring and visualizing contact center routing strategies

Info

Publication number: CN104956381A
Application number: CN201380071091.1A
Authority: CN
Inventors: 李奥尼德·维梅尼茨; 大卫·贝利斯; 迈克尔·戴维斯; 亚伦·苏尔提; 维亚切斯拉夫·扎科夫; 艾德里安·李昆; 维达斯·普拉启亚克斯
Original assignee: Green Yi Deng Usa Holding Co Ltd
Current assignee: Green Yi Deng Usa Holding Co Ltd
Priority date: 2012-11-21
Filing date: 2013-11-21
Publication date: 2015-09-30
Also published as: EP2923254A4; EP2923254A1; WO2014081986A1; EP2923254B1; WO2014081986A9

Abstract

The present invention discloses a system and a method for creating, monitoring, and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of a plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Description

For monitoring the graphic user interface with visual liaison centre routing policy

Background technology

It is desirable to success as far as possible and effectively help their contact center operation of companies deployment.But, in project can spended time implement of new liaison centre be effective calling and/or business logic.Traditionally, the routing policy of liaison centre is encoded for liaison centre based on the demand of concrete liaison centre.Then software is debugged and dispose in liaison centre base through the coding of several months, debugging and test by technical program person.Any change of this routing policy all requires the reprogramming of source code and reconfigures, and this adds the delay of the deployment of contact center operation in addition.

Before any programming of routing policy has been done, liaison centre must identify which is best enforcement the liaison centre concerning this particular type usually, to provide the service of what type, what the demand of liaison centre is, and for service logic best liaison centre.Except the programming of service logic, the identification of service logic itself may be awful task concerning the mechanism being unfamiliar with call center and setting thereof.More investigation may be needed by by before the service logic that uses identifying, which in turns increases the delay of successful deployment liaison centre.

Therefore, need a kind of when do not need technology professional or be difficult to produce, dispose and the custom coding of routing policy of amendment for effectively disposing the system and method for liaison centre.

In addition, once liaison centre is deployed, usefully liaison centre is monitored for liaison centre management keeper, such as, observes, especially the performance, service level, call-flow etc. of Real Time Observation liaison centre agency.Therefore, also need a kind of system and method for effectively monitoring liaison centre in real time, and do not need to require to be switched to another user interface from a user interface according to the specific works of user.

Summary of the invention

The embodiment of the present invention relates to a kind of system and method for the routing policy for design liaison center.Processor performs the instruction stored in memory, and this instruction makes processor be provided for designing the graphic user interface of routing policy.Graphic user interface provides multiple optional piece and work space for installing those blocks in multiple pieces of selection.Each block in multiple pieces is relevant with logic, mutual for what manage with liaison centre.Processor receives identification and the identification relative to other blocks position in workspace areas of this block in workspace areas of a block, and the position of the block identified in the position identified.Processor produces routing policy based on the block in workspace areas and this block position relative to each other in workspace areas.Processor also the layout of block storage in workspace areas as the routing diagram for routing policy.Processor activates routing policy and is used for managing alternately inbound according to the routing policy activated.

According to an embodiment, in response to the identification of a block, processor prompting user configuration parameter, this parameter will be provided as the input of corresponding logic.

According to an embodiment, processor is in response to user command retrieval and explicit routing figure; Receives user's is to edit routing diagram; Identify the amendment to routing diagram; In response to described amendment amendment routing diagram and routing policy; With store the routing diagram of amendment and the routing policy redaction respectively as routing diagram and routing policy.

According to an embodiment, the routing diagram of processor display different editions, each version is associated with the respective version of routing policy; The user receiving in routing diagram version selects; With the respective version routing policy that activation is associated with the routing diagram of selected version.

According to an embodiment, processor also stores block in workspace areas as single piece an of part that can be used as multiple optional piece, and wherein single piece can be selected for and produce secondary route strategy.

According to an embodiment, multiple pieces comprise begin block, menu block, status block and end block, begin block is relevant to logic for providing initial treatment alternately, menu block is relevant to logic providing a row menu option, status block and logic are about for checking state and mutual based on the condition managing checked, end block is relevant to logic being routed to liaison centre's resource alternately.

According to an embodiment, processor also receives user's with preview routing policy and simulation according to described routing policy manage mutual.

According to an embodiment, processor visually identifies a described block in routing diagram in response to calling the logic relevant with block in simulation process.

According to an embodiment, when mutual according to routing policy management, the performance of processor monitoring liaison centre; Identify by multiple pieces in the routing diagram of the impact of liaison centre's performance; Identify the threshold value relevant with the block identified; Determine whether liaison centre's performance meets described threshold value; With the outward appearance of the block identified based on this decision amendment.The change of outward appearance can comprise the color of those blocks identified changing display.

Embodiments of the invention relate to one and monitor liaison centre's routing policy via graphic user interface and make the visual system and method for liaison centre's routing policy.Processor performs the instruction stored in memory, makes the routing diagram of processor display description liaison centre routing policy.Routing diagram comprises multiple pieces, and each piece relevant with logic, mutual for what manage with liaison centre.When according to routing policy management with liaison centre mutual time, the performance of processor monitoring liaison centre.Show the block affected by liaison centre in processor identification multiple pieces, and the related threshold value of block identifying and be identified.Processor determines whether liaison centre's performance meets described threshold value, and based on the described outward appearance determining the block of the described identification of amendment.

According to an embodiment, processor receives user's editing described routing diagram, identify amendment to described routing diagram, in response to the described amendment described routing diagram of amendment and described routing policy, and the routing diagram of amendment and routing policy are stored the redaction as routing diagram and routing policy.

According to an embodiment, described threshold value is via sliding part by dynamic adjustments, and described processor dynamically revises the outward appearance of the block of identification based on the sliding part of dynamic adjustments.

According to an embodiment, the performance of the liaison centre of monitoring is interactive stream, abandonment rate, average handling time or at least one in the average latency.

According to an embodiment, show described piece of affecting by liaison centre and be associated with concrete liaison centre group.

According to an embodiment, described threshold value is based on prediction performance.

According to an embodiment, described in the change of the outward appearance of block that is identified comprise the color changing the block be identified described in display.

According to an embodiment, the user of amendment for warning liaison centre to show of described outward appearance.

According to an embodiment, processor identification suspends the user input apparatus of a block in routing diagram multiple pieces, and the additional information in described piece of display is as pop-up window.When user input apparatus be detected no longer suspend block time, pop-up window disappear.

According to an embodiment, additional information is the multidate information changed based on liaison centre's performance.

Embodiments of the invention relate to one and show via graphic user interface monitoring liaison centre and make liaison centre show visual system and method.Processor performs the instruction stored in memory and the multiple liaison centre of processor identification is measured, identifies the predicted value and display benchmark geometric object measured for multiple liaison centre, and this benchmark geometric object has the multiple summits representing the predicted value that multiple liaison centre measures.Processor also determines the actual value measured for multiple liaison centre and the coverage diagram on the display of benchmark geometric object, the display of current geometric object.Current geometric object has the multiple summits representing the actual value that multiple liaison centre measures.The deviation of current geometric object and benchmark geometric object is the deviation of one or more actual value and predicted value.In this, when showing current geometric object, if the actual value measured for concrete liaison centre departs from the predicted value measured for concrete liaison centre, then represent that the display position on the concrete summit of the current geometric object that concrete liaison centre measures departs from the display position of the respective vertices representing the benchmark geometric object that concrete liaison centre measures.If the actual value measured for concrete liaison centre equals the predicted value measured for concrete liaison centre, then the display position on the concrete summit of current geometric object is corresponding with the display position of the respective vertices of benchmark geometric object.

According to an embodiment, each of benchmark and current geometric object is two-dimentional triangle.

According to an embodiment, prediction and actual liaison centre measure comprise interactive quantity, average handling time or act on behalf of in quantity at least one.

According to an embodiment, described instruction makes processor depart from response to the actual value that concrete liaison centre measures predicted value that concrete liaison centre measures further and makes that current geometric object is visual to be highlighted.

According to an embodiment, described instruction also make processor be updated periodically actual value that multiple liaison centre measures and predicted value, and make processor upgrade the display of at least current geometric object based on the actual value upgraded further.

According to an embodiment, the visible instruction whether described deviation provides preset service level to be satisfied.

Embodiments of the invention relate to a kind of for providing the system and method for control panel user interface for liaison centre's monitoring.Processor performs and stores instruction in memory, and processor is provided comprise the control panel user interface of the first display control, the first display control is that the first liaison centre object display first is measured according to the first display format.Processor receives the User Activity of the option provided by control panel to add the second display control.In response to the User Activity adding option, processor display is for generation of the template of the second display control.Template be configured to prompting second liaison centre object input, be used for multiple statistics of second liaison centre's object and the identification of second display format by being shown.The user that processor detects the first statistics of multiple statistics selects, and selects recommend multiple statistics second to add up, for being comprised in the second display control based on user.Described processor inputs generation second control based on template based on information, and shows the second control on described control panel.Second control is used at least one in multiple statistics of second liaison centre's object according to second display format display.User optionally can move the first and second controls on control panel.In this, the first and second controls to be moved to the first and second positions on control panel by processor respectively in response to the user operation of the first and second controls.Processor also can delete control in response to user command from control panel.

According to an embodiment, first or second display format produce the display being used for one of multiple object statistics.Described multiple object can be three.

According to an embodiment, first or second display format produce the display of multiple statistics being used for single object.

According to an embodiment, described instruction makes processor: according to the first view display first display control on described control panel; Detect the selection of the icon on the first display control; The second view display and first according to the first display control shows the excessive data that control is associated, and wherein excessive data is not presented in the first view; With when according to the second view display, detect the selection of the icon on the first display control; On control panel, the first display control is shown according to the first view with recovery.

These and other feature of the present invention, aspect and advantage will be understood more up hill and dale when considering with reference to following detailed description, claims and accompanying drawing.Certainly, real protection scope of the present invention limited by appended claim.

Accompanying drawing explanation

Fig. 1 be according to an embodiment of the invention for dynamic-configuration, reconfigure the schematic block diagram of system with liaison centre's monitoring;

Fig. 2 is the part details schematic block diagram of the system of Fig. 1 according to an embodiment of the invention;

Fig. 3 is the screenshot capture of the liaison centre staff UI page be used to guide according to an embodiment of the invention in configuration liaison centre;

The screenshot capture of the UI page that Fig. 4-8 presents when being and selecting proxy management option according to an embodiment of the invention;

The screenshot capture of the UI page that Fig. 9 presents when being and selecting routing configuration option according to an embodiment of the invention;

Figure 10 is the screenshot capture of the UI page of the route template selected according to an embodiment of the invention for the concrete routing policy identified in fig .9;

Figure 11 is the Snipping Tool of the user interface page presented in response to the selection of the concrete route template in Figure 10 user interface page according to an embodiment of the invention;

The screenshot capture of the UI page that Figure 12 presents when being the welcome block selected according to an embodiment of the invention in the UI page of Figure 11;

The screenshot capture of the UI page that Figure 13 presents when being the message selection function selected according to an embodiment of the invention in the UI page of Figure 12;

Figure 14 be according to an embodiment of the invention select time block time the screenshot capture of UI page that presents;

The screenshot capture of the UI page that Figure 15 presents when being and selecting the menu block for configuring according to an embodiment of the invention;

Figure 16 is the screenshot capture selecting to be routed to the UI page presented when acting on behalf of block according to an embodiment of the invention;

Figure 17-20 is the screenshot captures of the UI page presented for the vertical application designing routing policy according to an embodiment of the invention;

The screenshot capture of UI page when Figure 21 is the selection preview button according to the embodiment of the present invention;

Figure 22 is the screenshot capture of UI page when selecting " seeing all versions " to link according to an embodiment of the invention;

Figure 23-24C is the screenshot capture of UI page when selecting Reports Administration option according to an embodiment of the invention;

Figure 25 is the diagram of exemplary according to an embodiment of the invention control panel;

Figure 26 is the screenshot capture of the UI page of master control board according to an embodiment of the invention;

Figure 27 is the screenshot capture of the UI page of master control board according to an embodiment of the invention;

Figure 28 is according to an embodiment of the invention when the screenshot capture selecting self-defined option for UI page during master control board;

Figure 29-30 is screenshot captures of the UI page according to an embodiment of the invention when selecting agency to organize control panel from master control board;

Figure 31-32 is according to an embodiment of the invention when the screenshot capture organizing UI page when control panel selects agentbased control plate from agency;

Figure 33-34 is according to an embodiment of the invention when the screenshot capture selecting UI page when acting on behalf of details control panel from agentbased control plate;

Figure 35 A selects route window for the screenshot capture of UI page during more details by vertical application according to the embodiment of the present invention as user;

Figure 35 B-35C is the exemplary screen shots of action taked corresponding to warning visual cue of liaison centre staff according to an embodiment of the invention;

Figure 35 D is the screenshot capture of the current routing diagram according to an embodiment of the invention with threshold value sliding part;

Figure 36 is the screenshot capture of the exemplary UI page according to an embodiment of the invention when liaison centre has many lines and multiple routing policy;

Figure 37 A-38 is the screen of UI page when selecting report control panel from master control board according to an embodiment of the invention;

Figure 39 is the screenshot capture of UI page when selecting report details control panel from report control panel according to an embodiment of the invention;

Figure 40 A – 50 is screenshot captures of UI page when selecting agentbased control plate from master control board according to an embodiment of the invention;

Figure 51-59 is screenshot captures of the different example graph UI screen of the vertical application operated according to an embodiment of the invention in third party's network platform;

Figure 60 illustrates according to an embodiment of the invention for configuring the signal flow graph of the routing policy of liaison centre and the processing sequence for the routing policy route inbound call based on configuration;

Figure 61 is the screenshot capture reporting control panel UI in accordance with another embodiment of the present invention;

Figure 62 A is the schematic diagram according to an embodiment of the invention for generation of reference or actual leg-of-mutton three-dimensional chart;

Figure 62 B is the leg-of-mutton schematic diagram produced from the three-dimensional chart of Figure 62 A;

Figure 63 is for monitoring and catch how according to having predicted and the screenshot capture of monitoring UI of predetermined execution liaison centre;

Figure 64 is the screenshot capture of the UI providing pervasive control panel according to an embodiment of the invention;

Figure 65 A-65G is the screenshot capture of the screen be shown according to an embodiment of the invention for new template;

Figure 66 is the screenshot capture of existing according to an embodiment of the invention template;

Figure 67 is the screenshot capture of another example of pervasive according to an embodiment of the invention control panel; With

Figure 68 A-68C is the screenshot capture of maximization control dissimilar according to an embodiment of the invention.

Embodiment

In general; embodiments of the invention relate to a kind of system and method providing liaison centre to serve for different enterprise, allow these enterprise's rapid configurations and dispose their contact center operation and do not need high-caliber IT personnel or the extensive knowledge obtaining the best about call center operator or setting and implement in advance.According to an embodiment, this system provides the storehouse of the different routing policy logic templates across multiple different routing policy, and concrete business entity can carry out selecting and selecting based on their demand in layoutprocedure from these storehouses.Template can be used as rapid configuration and dispose the construction block (building block) of liaison centre.Template can allow the access of other subtemplate based on the level expecting to meet the self-defined of the business purpose of liaison centre or complicacy.Mode according to this, even if non-IT personnel also can rapid configuration and dispose and meet the contact center operation of liaison centre's demand.When liaison centre's changes in demand, different routing policies or configuration parameter can be selected and be disposed for this liaison centre, and do not need the self-defined software to producing for liaison centre in addition carry out reprogramming or redeploy.

One or more aspects of the embodiment of the present invention provide directly perceived and integrated interface, and this enables enterprise effectively and monitors (real-time and history ground) and operation liaison centre practically.According to an embodiment, liaison centre's instrument panel is set, thus integrated control and display for monitoring, operating and configure liaison centre.Keeper can by the state of liaison centre instrument panel monitoring liaison centre (or healthy) and (again) configuration liaison centre (comprising routing policy and correspondent account or group), and acts on behalf of and can perform its being assigned with of task and monitor liaison centre and performance thereof.

According to an embodiment, template is utilized to select for user for liaison centre's configuration logical routing comprises the multiple route template of display.According to an embodiment, each in route template is associated to the metadata of the one or more parameters limiting corresponding route template.Liaison centre keeper selects in the template be shown one and recognizes the inlet point (such as telephone number) of liaison centre further, and the route template of selection is applied to this inlet point.According to an example, the parameter being defined for the template of selection is shown for pointing out user to input.Keeper for display parameter input value is provided.According to an embodiment, user input values and relevant parameter are preserved explicitly and are preserved explicitly with the inlet point identified.The user input values preserved then is retrieved and arrives inlet point place alternately specific for route.Usually call is called by use alternately.

Embodiments of the invention also relate to providing and simplify composition for the intuitive graphical user interface of the process of the routing policy of liaison centre, and are provided for liaison centre keeper and intuitively configure experience.In this, described interface can provide one group of essential structure block, even if non-IT personnel also can operate the routing policy that these tectonic blocks build liaison centre.By selecting and histological structure's block via interface, for liaison centre keeper provides the diagram of the logic after routing policy (routing policy figure), to allow keeper easily to distinguish how to flow alternately, this has helped layoutprocedure according to routing policy.

According to embodiments of the invention, routing policy figure can be called and to monitor in real time for the effect (or lacking effect) to corresponding routing policy.Such as, real-time calls state can be monitored, and the part affected by monitored call state of routing policy figure also can visually be highlighted.Statistical study can also be performed based on the call state detected.Use for monitoring the routing policy figure of interactive stream allow the details of liaison centre and state effectively to pass to liaison centre keeper and understand by liaison centre keeper.Existing routing policy can not need high-level IT personnel in response to monitoring and statistical information are reconfigured or obtains the knowledge of the best enforcement about call center operator or foundation in advance on a large scale.

Fig. 1 is according to an embodiment of the invention for dynamic-configuration, the schematic block diagram reconfiguring and monitor the system of liaison centre (or tenant) 12.Described system comprises communication network 10 (such as transmission network), according to an embodiment, this communication network 10 is exclusively used in mutual (such as calling or chat) between the agency 11 of auxiliary different liaison centre 12 and terminal user 14 (or caller or client).Such as call, VoIP communication, chat, Email, word message, WebRTC communication or this area other real-time or non real-time media communication any traditionally can be comprised alternately.VoIP communication can be controlled by any signaling protocol being configured to control communication session on the Internet, such as Session initiation Protocol (SIP), H.323 with similar agreement.

According to an embodiment, dedicated communications network 10 comprises the edge device 22 of such as Session Border Controller (SBC), installs, guides and cut off signal and the Media Stream of voice dialogue or other media communication for control and participate in.Any this area Session Border Controller traditionally all can be used to realize edge device 22.In this, Session Border Controller comprises executive software instruction and processor interactional with other system unit, to control voice or other media communication.Session Border Controller also comprises for storing the addressable memory of the software instruction performed by processor.Storer uses the standard memory devices of such as random access memory (RAM) to realize.

Dedicated communications network 10 is connected to one or more dedicated network 16a, 16b (being referred to as 16).Dedicated network 16 can be managed by one or more telecommunications company, and the voip call that this telecommunications company is constrained to pass through dedicated network according to supplier's policy and the service that specified by its client provides quality of service guarantee.According to an embodiment, dedicated network 16 performs MPLS (multi protocol label switching) for transmitting VoIP communication.Although MPLS is used as an example, those skilled in the art will recognize that in addition to mpls or replace other mechanism any of MPLS can be used to guarantee for the quality of service guarantee of the calling by dedicated network, bit rate and bandwidth.Due to the quality of service guarantee provided by dedicated network 16, usually can for those callings be by providing uniform call quality and safety during dedicated network.

Terminal user 14 utilizes end user device (such as, voip phone, computing machine, smart phone etc.) to access the dedicated network 16b being used for VoIP communication via SIP trunk equipment 18.According to an embodiment, although SIP trunk equipment 18 is used for accessing dedicated network 16b, but those skilled in the art will recognize that: except SIP trunk or replace SIP trunk, any permission end user device can also be used to access other device of dedicated network 16b, for VoIP communication or the communication (such as, Email, chat, network communication etc.) of other type.According to an embodiment, access dedicated network 16b can also via WebRTC, Skype or via other network system (such as, IP Multimedia System (IMS), Public Land Mobile Nerwork (PLMN) or similar network system).

According to an embodiment, remote computing environment 24 is the cloud computing environments allowing resource sharing and provide service on network.In other embodiments, remote computing environment provides the resource used by managed service provider (MSP), so that service is supplied to different liaison centres.Although computing environment 24 is called as remote computing environment, those skilled in the art will recognize that computing environment can jointly exist with dedicated communications network 10 or merge.In this case, computing environment 24 is no longer long-range to dedicated communications network.In other embodiments, computing environment 24 jointly exists with other network environment any on conventional art or merges.

According to an embodiment, replace all contact center application being deposited (hosting) at the server place being arranged in dedicated communications network, all or part of application program is deposited by the server system in remote computing environment 24.Then, contact center application is provided to multiple tenant 12 and namely serves (SaaS) as software.Certainly, application program can also be deposited at other position, comprises other network any traditionally in dedicated communications network 10 or this area, and does not deviate from spirit of the present invention and protection domain.Contact center application includes, but are not limited to the application program providing VoIP signal, speech processes (such as, interactive voice response application program), Multi-Way Calling (such as teleconference) etc.

In the embodiment using Cloud Server, system in Fig. 1 may be implemented as mixed cloud system, wherein for the treatment of between the infrastructure of calling travelling to and fro between liaison centre and the Cloud Server of application assigned in dedicated communications network 10 (being controlled by private business) and remote computing environment 24 (supplier/operator controls by public service).In certain embodiments, the system of Fig. 1 can be implemented as and infrastructure and application program are all controlled by public service supplier/operator.In addition, in certain embodiments, the one or more contact center application be exclusively used on the Cloud Server of specific tenant can not be shared between different tenant.Certainly, the mixing shared with special contact center application can be disposed.

The system of those skilled in the art will recognize that only can also utilize public or private cloud environment execution.In addition, replace carrying out VoIP with dedicated communications network 10 by the application program in remote computing environment via dedicated network 16 to communicate, VoIP communication or other type communication (such as, Email, chat, network communication etc.) can be performed on the wide area network 32 of such as public the Internet.In other embodiments, do not use cloud at all.

When the calling of liaison centre reception of inbound or when being in outbound calling campaign, all or part of calling is by the one or more contact center application services in remote computing environment 24.According to an embodiment, in identical or different region, another remote computing environment can be changed/be moved to the contact center application for specific tenant from a remote computing environment 24 in a seamless fashion.Application program can based on the requirement of application program and availability by Dynamic controlling to the distribution of tenant.Contact center application can also be shared between different liaison centres.

According to an embodiment, tenant 12 communicates on the wide area network 32 of such as the Internet with remote computing environment 24.According to an embodiment, comprise liaison centre's configuration user interfaces, master control board user interface, route test plate user interface, liaison centre's monitoring user interface, whole tenant's user interfaces of acting on behalf of desktop user interface and/or tenant's managing user interface can be deposited by the third party's network platform 20 on the Internet.According to an embodiment, the vertical application operated on third-party platform utilizes third party API to manage tenant's user interface and integrated with third party's infrastructure (such as third party database).Application program communicates with the webserver 40 on the Internet, and for carrying out the management role of such as dynamic-configuration and deployment liaison centre, and/or it is movable for other of liaison centre agency 11 to be used to guide typical case.Those skilled in the art will recognize that the webserver 40 may be implemented as separate server or is comprised in remote computing environment 24.

According to an embodiment, remote computing environment also includes but not limited to configuration server 41, business process server 42, sip server 44 and media server 46.According to an embodiment, server 40-46 is implemented as the software section be deployed on the virtual server/machine of single situation.Virtual server/the machine of single situation can be realized by the standard hardware part of such as one or more processor, CD, storer and similar hardware.Certainly, as it will be understood by a person skilled in the art that each liaison centre can also be assigned by several virtual machine, each in virtual machine provides execution environment for application-specific.More than one virtual machine can also be used for backup purpose (such as high availability and disaster recovery object).One or more virtual machine is deployed on physical server, and this can be exclusively used in specific liaison centre or share between different liaison centres.Although server 40-46 is assumed to be independent functional unit, but those skilled in the art will recognize that the function of two or more servers can be combined into individual server or integrated with individual server, or be subdivided into additional server part further when not deviating from spirit of the present invention.In addition, those skilled in the art will recognize that remote computing environment is upgradeable and can comprises the virtual machine of quite a lot of quantity of shared one group of database server 48, one group of database server 48 manages one group of mass storage device.Therefore, the concrete enforcement of the server system in remote computing environment only for illustration of object, and does not get rid of other device known to the person skilled in the art or part.

According to an embodiment, sip server 44 is configured to from edge device 22, media server 46 and servers, like receiving calling signal message (such as sip invite message), for controlling call establishment or termination.

Media server 46 is configured to identification parameter (such as useable medium port) on a media server for setting up the voice conversation between agency 11 and client 14 (or contact person or terminal user), and those parameters is provided to sip server for being sent to edge device, client 14 and agency 11.Media server 64 is also configured to, via edge device 22, media are passed to client 14 and/or agency 11.Such as, media server 64 can be called thus provide initial hello messages for calling customer 14, and for obtaining primary customer's information (identifying information, reason etc. such as calling out).In addition, if client 14 or agency 11 are kept, can the be called client that thinks maintenance or agency 11 of media server 46 plays music.In another example, if the session between client 14 and agency 11 will be recorded, calling can make client 14 and agency 11 utilize media server 46 to add tripartite's session through media server, and media server 46 can record this session and this session be stored in one or more database server 48.

Business process server 42 is configured to work together with media server 46 with SIP, for working out call treatment based on the routing policy be associated with concrete liaison centre.Based on be arranged to liaison centre routing policy type and be set for the occurrence of parameter of routing policy, different options, speech processes and route are performed for calling.Separate with media server 46 although business process server 42 is depicted as, those skilled in the art will recognize that the function of business process server can be merged in media server 46.

Configuration server 41 comprises the allocation engine for automatically configuring and/or reconfigure liaison centre.Such as, configuration server 41 can be configured to the concrete resource of automatically distributing based on the demand of liaison centre detected or reallocating in remote computing environment 24.

According to an embodiment, one or more database server 48 stores the optional template of different user, for instructing liaison centre keeper when configuring and dispose liaison centre.Such as, template can be route template, and wherein each template is provided for the routing policy of routing call.Template crosses over a large amount of industry fields together, and this goes for liaison centre's (such as finance, retail, medical treatment etc.).When keeper select and select the template (one or more) that is applicable to and for being provided value by the parameter of template identification time, those values are stored in the mass storage device selecting template (one or more) and be associated for the recognizer of concrete liaison centre (such as liaison centre's telephone number).Database server 48 is also that each Customer Contact Center stores the identification profile record of profile and the configuration information for Customer Contact Center.Database server 48 can be contained in remote computing environment 24.

Remote computing environment 24 can also comprise statistical server 50.According to an embodiment, statistical server 50 can gather, stores and/or analyze about liaison centre, the data acting on behalf of 11 and terminal user 14.Such as, the data of statistical server 50 can comprise about agent availability, agent skill, average call duration, mean holding time, always talk time, work after the time, the average velocity of response, service level, maximum abandonment rate, tolerance rate and class likelihood data data.

According to one embodiment of the invention, different third parties researches and develops device 21 and is also connected to remote computing environment 24 by the Internet.Third party researches and develops device and can be called to produce new business logic sum and upload template, and the metadata of restriction logical routing is associated with remote computing environment.Once upload, new template can be manufactured into can be used different liaison centre.Mode according to this, different mechanisms can participate in expanding the routing capabilities provided by existing template.

Fig. 2 is the more detailed schematic block diagram of part of the system of Fig. 1 according to an embodiment of the invention.As shown in Figure 2, the agency 11 of liaison centre 12 or keeper's (being referred to as liaison centre staff hereinafter) have access and have the computing machine of web browser 51 and the entrance that can carry out the phone 53 that VoIP communicates.Web browser can be called to access third party's network platform 20, for being liaison centre and/or other call center agent active remote ground guidance management task.Third party's network platform 20 deposits storage vertical application 52 in memory, and this vertical application is configured to be performed by microprocessor.The vertical application 52 operated on third-party platform 20 can be exclusively used in liaison centre's management activity.

According to one embodiment of present invention, liaison centre staff is by logining the network gateway access vertical application 52 provided by third-party platform 20.User is identified as liaison centre staff based on the log-on message of user by network gateway, and automatically calls vertical application 52 to present the graphic user interface being suitable for liaison centre's management activity.Therefore, single logins network gateway also as signing in vertical application 52, with seamless invokes application and provide the suitable UI being integrated into network gateway, thus provides the look and feel of the single integration application providing liaison centre's management function.

According to one embodiment of present invention, vertical application 52 makes data migrate to vertical application 52 from third party's network platform (or another database), for revising or expanding these data and the use making it be suitable for when liaison centre is arranged.Such as, the user profile information stored by third party's network platform can be moved and is integrated in vertical application, with the profile by arranging the relevant Information expansion user of interpolation for liaison centre.Such as, the profile of user can be expanded to add such as user role (such as, liaison centre agency and/or liaison centre keeper) and the users ' skills (such as language skill).

Referring again to Fig. 2, vertical application 52 accesses the webserver 40 in remote computing environment 24, for carry out such as dynamic-configuration and dispose the management role of liaison centre, the reconfiguring in real time of liaison centre, liaison centre real-time monitoring and/or to be used to guide typical case movable for other of call center agent.Liaison centre staff can also not need to call vertical application 52 by the direct access web server 40 in the Internet.Vertical application can also be deposited or be deposited with in other apps server any in remote computing environment, local contact centre base and/or their combination by the webserver 40, and this is apparent to those skilled in the art.In addition, the difference in functionality of vertical application can be separated into the submodule of identical or different application program, and for identical or different apps server, processor and/or servers, like, this is apparent to those skilled in the art.

The webserver 40 is connected to the one or more servers be deployed in virtual machine 54, and virtual machine 54 is assigned and is used for concrete liaison centre.Independent virtual machine can be assigned for each liaison centre.The server be deployed in virtual machine can be, but not limited to the business process server, SIP, media server, data server and the statistical server 42-50 that describe with reference to Fig. 1, these servers are called for providing: liaison centre serves, such as inbound voice route, Email route, Social Media route; And management function, such as real-time report, historical report, liaison centre's configuration, and similar service.According to an embodiment, virtual machine shared data bank server 48, for storing the data relevant with contact center operation.

According to an embodiment, the configuration server 41 in remote computing environment 24 runs configuration script, for according to the desired parameters of being specified by staff in remote computing environment 24 automatically initialization for the virtual machine of liaison centre.One in this parameter can be such as the specification/capacity of liaison centre.According to an embodiment, allocation engine dynamically assigns the virtual machine with the specification corresponding with the specification that user specifies.Such as, in response to the user's instruction expecting that liaison centre can support 100 to act on behalf of, configuration script dynamically initialization can support 100 virtual machines acted on behalf of.But if liaison centre increases, and liaison centre needs support 1000 to act on behalf of instead of 100, then allocation engine is configured to the larger virtual machine that dynamically initialization can support 1000 to act on behalf of.In this, configuration script is called automatically liaison centre's data are re-loaded to new virtual machine from current virtual machine.Configuration script also automatically upgrades any relevant server, makes incoming traffic be directed to correct virtual machine.Therefore; according to embodiments of the invention; liaison centre can automatically configure and dispose in remote computing environment; and automatically reconfigure and redeploy such as to regulate the capacity of liaison centre if necessary; all these do not need to install hardware and software at tenant base physics, and do not have that to install with this physics the meeting be associated be the stop time that contact center operation brings negative effect.

In addition, allocation engine dynamically can reconfigure the logic relevant with route or interactive stream of liaison centre, and/or other logical operation.Such as, the English needing liaison centre can select based on caller in response to liaison centre staff or Spanish language routing call, configuration script dynamically configures the routing policy of liaison centre, to allow its prompting caller to select English or Spanish, and guide calling to acting on behalf of queue based on this selection.Therefore, according to embodiments of the invention, liaison centre automatically can reconfigure by automatically reconfiguring the virtual machine be associated with liaison centre and redeploy based on dissimilar requirement.

According to another embodiment of the invention, remote computing environment 24 can operation monitoring script, makes communication personnel can monitor the real-time activity of simulation liaison centre, review history data and/or emulation mode.Here, liaison centre staff can manage the integrated monitoring application program of UI with liaison centre with seamless calling by logging in network door, thus providing the look and feel of single integration application, this integration application provides liaison centre to configure and monitoring function.Liaison centre management UI can visually describe liaison centre's data, such as liaison centre's logic, current contact stream, abandonment rate, average call duration and class likelihood data, makes these data can by liaison centre staff easily and promptly understand.Liaison centre's data can such as provide from statistical server 50.

According to another embodiment, liaison centre's monitoring script and UI can provide independent of liaison centre's configuration script and UI.

Figure 3 – 39 is screenshot captures of the different instances screen of the aspect of graphic user interface (UI) according to the diagram vertical application 52 of the one or more embodiment of the present invention.Those skilled in the art will recognize that graphic user interface can such as be provided by one or more servers of third party's network platform 20, the webserver 40 or remote computing environment 24, but be not limited thereto.Such as, graphic user interface can be provided by the apps server on liaison centre base or to be long-rangely deposited with in remote computing environment.Can via explorer, independently application program or other suitable way access graphic user interface any.But, for the sake of simplicity, when presenting graphic user interface, according to vertical application 52, embodiments of the invention are described.Graphic user interface can be suitable for running on personal computer, phone, board or any device that other is applicable to.With graphic user interface can pass through mouse, keyboard, touch input etc. alternately.

According to an embodiment, vertical application 52 can be implemented routing policy to recommend liaison centre staff according to such as industry the best.Graphic user interface also can be used to instruct liaison centre staff intuitively according to the business demand of concrete liaison centre a step by a step when configuring routing policy.According to an aspect of the present invention, graphic user interface can be used to the operation of monitoring and/or simulating liaison centre.

I. configuration and monitoring UI

Fig. 3 is the screenshot capture of the UI page 200 for guiding liaison centre staff when configuring liaison centre according to an embodiment.UI page 200 can be one in the first page that liaison centre staff is showed after the login.Such as, UI page 200 can be beginning page when using vertical application 52 first time.Here, when liaison centre staff login is used for setting up liaison centre, vertical application 52 presents the UI page with different configuration and/or management options.These options such as can comprise proxy management option 202, routing configuration option 204 and Reports Administration option 206.

When liaison centre staff is such as by selecting (such as click) start button 208 to select proxy management option 202, generate proxy management UI page to input proxy information, such as, act on behalf of group, agent skill, Attorney Docket data and similar information.According to an embodiment, the configuration script of liaison centre staff by selecting proxy management option 202 to call vertical application 52.In one embodiment, proxy information to be stored on database server 48 for using subsequently, comprises configuration routing policy, use when watching report or monitoring calling center.When describing proxy management option 202 relative to initial setting operation, proxy management option can also be selected for editor or upgrade proxy information, such as, add or upgrade Attorney Docket data, group or technical ability.According to an embodiment, liaison centre staff is directed to complete proxy management option 202 before selection routing configuration option 204 or Reports Administration option 206.The embodiment of proxy management option 202 is described in more detail referring to Fig. 4-8.

When liaison centre staff selects routing configuration option 204, route UI page is generated to receive data, such as logical routing information and liaison centre's parameter.According to an embodiment, the configuration script of liaison centre staff by selecting routing configuration option 204 to call vertical application 52.Routing configuration option 204 can be selected, to configure liaison centre's (such as first is arranged) after completing proxy management option 202 by user; But, the present invention is not limited thereto, but after the first setting, routing configuration option 204 can be called to reconfigure existing liaison centre (such as reconfiguring in real time) and/or monitoring liaison centre.The embodiment of routing configuration option 204 is described in more detail referring to Fig. 9-22.

When liaison centre staff selects Reports Administration option 206, report UI page is generated to watch the report about liaison centre.Report UI can produce according to the report script of vertical application 52.In one embodiment, report that UI can by rapidly and the mode clearly passing to liaison centre staff shows liaison centre's information with liaison centre's information.Liaison centre's information can comprise the number of calls, call volume, throughput rate, calling rate etc. of total abandoned call, abandon percentage, each agent skill group.The data be associated with liaison centre information can be provided by remote computing environment 24.Such as, these data can be stored in database server 48 and to be analyzed by statistical server 50.The embodiment of Reports Administration option 206 is described in more detail referring to Figure 23-24.

A. proxy management UI

Hereinafter, with reference to Fig. 4-8, proxy management option 202 and proxy management graphic user interface are described.The screenshot capture of what Fig. 4-8 presented when being and selecting proxy management option 202 according to an embodiment of the invention act on behalf of UI page 500.Acting on behalf of UI page 500 can be relevant to liaison centre (liaison centre being such as configured or configuring) about the information acting on behalf of, act on behalf of group, agent skill etc. for liaison centre staff prompting.According to an embodiment, act on behalf of UI page 500 and can show the information (such as, user that input, history and/or real-time information) be associated with the agency of liaison centre.

Act on behalf of the content that UI page 500 can show broker library (or list) 501, for actual and effectively by the information communication about the agency be associated with liaison centre to liaison centre staff.According to an embodiment, broker library 501 can utilize icon to show proxy information, but embodiment is not limited to this, and such as proxy information can via the display such as chart, list.Proxy information can include, but are not limited to act on behalf of name, acts on behalf of contact information, agent skill, act on behalf of list, Agent Status and liaison centre and measure (such as average call duration, throughput rate etc.).

Acting on behalf of UI page 500 can point out liaison centre staff to input agent skill, for the agency of liaison centre and/or act on behalf of group and be associated.According to an embodiment, agent skill is the feature (or label) be associated with the agency of liaison centre/act on behalf of group.Agent skill information is stored in the mass storage device that such as can be configured server 41 access.Agent skill such as such as to manage at the relevant feature.The example of agent skill comprises the task (such as client's introducing, collection, sale, maintenance etc.) that degree (such as English, Spanish, French etc.), account relevant (such as specific client/service/goods, bank, retail, customer service etc.), position/training (such as Supt., manager, keeper, assistant, trainee, novice, have experience person etc.) or distribution be proficient in language.Aforesaid agent skill only describes as an example, and therefore agent skill can not limit to and can comprise any characteristic that can expect relevant with liaison centre.

According to an embodiment, liaison centre staff inputs agent skill by selecting (such as clicking) technical ability button 502.After liaison centre staff selects technical ability button 502, liaison centre staff is prompted the agent skill that (such as via pop-up window) inputs and/or select to be associated with liaison centre.Once input, agent skill can be used for being associated with agency's (presence or absence).Except being associated with agency, agent skill can also be used when configuring routing policy.In one embodiment, different agent skill can be associated from different routing policy branches.Such as, concrete agent skill can be associated with of a routing policy branch, and alternative events can be routed to that label has a concrete agent skill (such as acting on behalf of group) act on behalf of route.Agent skill can also use together with liaison centre's report.Such as, the agency of concrete agent skill can be had to organize (or filtration) report according to label.

Agent skill can be removed (such as deleting).According to an embodiment, remove agent skill from system and whole liaison centre can be caused to configure the change of (such as having the cooperation of whole system or dynamic mutual relationship).Such as, when agent skill is removed, agent skill departs from the agency be associated with this agent skill and/or routing policy in the past.According to embodiment, vertical application 52 can reconfigure routing policy real-time dynamicly, to illustrate that the agent skill that removes and/or warning liaison centre staff illustrate change.

Liaison centre staff can add new agency for being associated with liaison centre (such as being associated with liaison centre routing policy).Such as, liaison centre staff can select to add and act on behalf of button 504 to call the interpolation agent script of vertical application 52.According to an embodiment, add agent script prompting liaison centre staff about the information newly acted on behalf of, the information of new agency is associated with liaison centre, and preserve new proxy information for using when configuring and monitor liaison centre.

With reference to Fig. 5 A, according to an embodiment, when liaison centre staff selects interpolation to act on behalf of button 504, adding agent script is that liaison centre staff presents and newly acts on behalf of pop-up window 520 to input the information of new agency.Newly act on behalf of pop-up window 520 and can show proxy information input field 522 for inputting new proxy information.Proxy information input field 522 can comprise such as name, Email, phone, expansion and Password Input field, but is not limited to this.Role assignments can be given new agency via Casting field 524 by liaison centre staff.Such as, liaison centre staff can be the role of new agent allocation keeper or agency.

As mentioned above, agency can be associated with agent skill (or label).Therefore, when establishment is newly acted on behalf of, technical ability can be distributed to new agency by liaison centre staff.Such as, as shown in Figure 5 A, technical ability can utilize interpolation Agent Markup field 526 to be associated with agency.According to one or more embodiment, add Agent Markup field 526 and liaison centre staff can be allowed by drop-down menu, text search frame (such as having the text search frame of automatic filling) or any method search agent technical ability (or Agent Markup) that other is applicable to.According to an embodiment, agent skill is the technical ability be previously associated with liaison centre; But embodiments of the invention are not limited to this.Such as, the technical ability that can input new agent skill or predetermined group via Agent Markup field 526 can use technical ability by default.Once agent skill found (or generation), liaison centre staff can utilize this Skills tab newly to act on behalf of.

Newly act on behalf of pop-up window 520 can show and newly act on behalf of by the technical ability of label.Technical ability (or the technical ability of the preserving) 525a of such as label can be displayed in the label area 528a of selection.According to an embodiment, the technical ability 525a of label such as can remove (or disengaging) from proxy information by clicking ' x ' icon via label area 528a.As shown in the embodiment of Fig. 5 B, label area 528a can be replaced by the technical ability region 528b selected, and not only may describe the technical ability 525b of label, but for the level of skill 527 of the technical ability of each label.Level of skill can be described via star, bar shaped, numeral, word and/or this area other means any traditionally.

After new agency is configured, liaison centre staff can preserve new agency.With reference to the embodiment of Fig. 4, the agency of preservation is presented in broker library 501 by acting on behalf of block 506.Once be saved, agency can binding operation liaison centre (such as the treatment of the alternative events in routing policy or distribution role) use.According to an embodiment, the information be associated with agency is used during the routing policy configuring and operate liaison centre.Such as, the telephone number of agency can be used to call routing, or the technical ability of label may be used for organizing agent to acting on behalf of group, for the treatment of concrete alternative events.

The agency preserved can be reconfigured (information that such as they are associated can be edited).According to an embodiment, the change carried out proxy information expands to the configuration of (such as dynamically) whole liaison centre.Such as, the telephone number changing agency can reconfigure (such as automatically reconfiguring) liaison centre with by call routing to the number that changed, or remove Agent Markup and can remove (such as automatically removing) act on behalf of from the group of acting on behalf of be associated with the concrete branch of routing policy.

According to an embodiment, liaison centre staff can by selecting with specifically acting on behalf of the editor's icon 508 acting on behalf of block 506 be associated edits concrete proxy information.When editing icon 508 by selection, the acting on behalf of edit script and can be called of vertical application 52.Act on behalf of edit script can present for the pop-up window edited with specifically act on behalf of the proxy information that block 506 is associated.According to an embodiment, editor's proxy information is to be performed to above-described mode of adding the operation acted on behalf of substantially similar.

According to an embodiment, act on behalf of block 506 show about agency information.Such as, act on behalf of block 506 can show agency state, to measure or with the configuration of agency or liaison centre or monitor relevant any out of Memory for the technical ability of Agent Markup, liaison centre.

The state of agency by status text 512, coloured panel 514 or can be shown by other suitable mode any.According to an embodiment, state relates to the state (such as, display log in, leave, busy or work load state) of the agency in operation liaison centre; But embodiment is not so limited to, and act on behalf of the configuration status (such as ready, not ready or wrong) that block 506 can show agency.

As mentioned above, the technical ability that block 506 can be shown as Agent Markup is acted on behalf of.But in some cases, agency can be had much technical ability whole in the technical ability of label with what effectively show that each acts on behalf of in block 506 by label.Therefore, in one embodiment, liaison centre staff can select icon 510 to require that proxy management UI page 500 shows for acting on behalf of the whole in the technical ability of label of block 506.According to the embodiment of Fig. 6, when liaison centre staff selects icon 510, vertical application 52 presents technical ability group pop-up window 530, with show with specifically act on behalf of that block is associated whole in the technical ability of label.

Liaison centre staff can watch via proxy management UI page 500 report be associated with specific works personnel.Such as, liaison centre staff can select the report icon 506 (or specifically acting on behalf of on block 506 with cursor hover) specifically acting on behalf of block 506 to call the report script of vertical application 52, thus present and the relevant report of agency, this agency with specifically act on behalf of block 506 and be associated.

With reference to Fig. 7, according to an embodiment, report can be displayed in report pop-up window 540.Report pop-up window 540 can show about acting on behalf of the information of performance (such as operating the real-time report of the agency of liaison centre; The history performance of the agency in current or another liaison centre), or it is current or before by the alternative events of agent processes (such as monitored call or play calling) that liaison centre staff can be allowed to monitor.Such as, report can show after throughput rate, average handling time, calling working time, active calls time, call distribution or other correlated measure any for liaison centre agency.In one embodiment, report shows mean value, target or the standard that concrete proxy-reporting is all acted on behalf of together with comparison.

In report pop-up window 540, the information of display can be customized.Such as, liaison centre staff can configure shown measuring and is shown in which way with them.Report pop-up window 540 can be provided as each agency's display information of identical group, or can self-defined for each agency (such as self-defined display is more suitable for measuring of particular agent or Agent Type).

According to an embodiment, the concrete group of real time data measured that the display of report pop-up window is relevant, with the efficient communication (such as having a guide look of) of the state and liaison centre staff that allow liaison centre or its agency.For watching more information or more details, liaison centre staff can select pop-up window 540.

In one embodiment, agency can be configured by collective.With reference to Fig. 8, multiple block 506 of acting on behalf of can be selected for collective's configuration.Proxy management UI page 500 can show to be acted on behalf of the different selection of block 506B act on behalf of block 506A from non-selection, helps with the vision being provided for collective's configuration.Such as, selecting to act on behalf of block 506A can be different relative to the non-selection darkness acting on behalf of block 506B, to show which block is selected.

According to an embodiment, liaison centre staff by selecting multiple block of acting on behalf of to be that multiple agency adds technical ability, such as, can pass through as multiple agent option 550 is selected to add technical ability.Be chosen as after multiple agent option 550 adds technical ability, contact center users can be prompted to select (or input, foundation etc.) technical ability to act on behalf of block 506A label to selection.Here, the technical ability of selection is relevant with each in agency, acts on behalf of and is associated with the block 506A that acts on behalf of selected.

It will be appreciated by those skilled in the art that embodiments of the invention are not limited to and use proxy management option 204 and proxy management UI in the initial configuration of liaison centre; Replace proxy management option 204, proxy management UI can be used any applicable time (comprising in the operating process of liaison centre).Like this, embodiments of the invention provide real-time management and the configuration (comprising routing policy) of agency and liaison centre.

B. routing configuration UI

Hereinafter, with reference to Fig. 9-22, routing configuration option 204 and routing configuration graphic user interface are according to an embodiment of the invention described.

The screenshot capture of the UI page 220 that Fig. 9 presents when being and selecting routing configuration option 204.According to an embodiment, UI page 220 points out user initial routing configuration information, such as route title, routing policy type and liaison centre's telephone number.Such as, UI page 220 can display strategy title input field 222, policing type input field 224 and phone number entry field, to receive initial routing configuration information from liaison centre staff.

The policy name inputted by liaison centre staff may be used for identifying concrete routing policy and distinguishing concrete routing policy and other routing policy.Such as, user can name the first strategy to associate with host and guest family service line to make this routing policy for " main line ", and distinguishes the routing policy of this routing policy and preferred customers service line (can be named as " preferably " line).In addition, liaison centre staff can selection strategy type (such as selecting from drop-down menu 224).According to an embodiment, policing type identification communication medium (such as phone, text chat, voice-enabled chat and similar medium), routing policy is produced for these telecommunication medias.According to an embodiment, the selection of policing type changes the default route template that can be used for selecting.Such as, if phone policing type is selected, implement with call center's the best the template that phone route is associated and can be presented to the selection of liaison centre staff for later step.

UI page 220 can show phone number entry field 226 for liaison centre staff, is associated with routing policy to make concrete telephone number.Telephone number is also called as route point.Routing policy is arranged to concrete route point.In the exemplary embodiment of Fig. 9, phone number entry field 226 comprises telephone number and generates field 226A and existing telephone number entry field 226B.Here, liaison centre staff can generate field 226B by existing telephone number and select input call number, or has the new phone number generated by telephone number generation field 226A.According to an embodiment, when not selecting phone strategy, phone number entry field 226 can not be presented.

According to an embodiment, telephone number generation field 226A has the input field for receiving the parameter generated for telephone number.Such as, telephone number generation field 226A can have the input field for selecting 1-800 number, input area code, input phrase etc.After parameter is transfused to, vertical application 52 can produce telephone number according to parameter (disabled number can be excluded).Such as, if liaison centre staff inputs area code " 415 " and phrase " design ", then vertical application 52 can produce telephone number " 1-415-4-DESIGN ".Then the number produced can be associated with concrete routing policy.

After having inputted initial routing configuration information, liaison centre staff can go to routing policy to configure by such as selecting the Next button 228.

Figure 10 is the screenshot capture of the UI page 240 of route template for selecting the concrete routing policy identified in Fig. 9.According to an embodiment, UI page 240 explicit routing stencil-chosen menu 242, route stencil-chosen menu 242 comprises the multiple predetermined route template for being selected by liaison centre staff.According to an embodiment, stencil-chosen menu 242 shows predetermined route template 244A, blank canvas template 244B and existing template 244C (being referred to as 244).Each in predetermined route template is associated with predetermined routing policy, and predetermined routing policy is limited by computer program instructions (such as, SCXML code).

Pre-solid plate 244A is preloaded in the standard form in vertical application 52.According to an embodiment, pre-solid plate 244A corresponds to industry best practices routing Design.Pre-solid plate 244A can comprise basic templates, basic added pattern, menu template, menu added pattern, multilingual template and multilingual added pattern, but is not limited to this.Extra pre-solid plate 244A can be used for being selected by template base; Template base can be online template base.According to embodiments of the invention, pre-solid plate can be anti-change, configurable or their mixing.Such as, template can comprise female routing policy of anti-change, and configurable independent sub-branch is comprised in female strategy.

According to an embodiment, to operate and be routed to the routing policy of agent operation corresponding with comprising welcome for basic templates; Basic added pattern with comprise welcome operation, time operation and be routed to the routing policy of agent operation corresponding.Menu template with comprise welcome operation, menu operation and be routed to the routing policy of agent operation corresponding.Menu added pattern with comprise welcome operation, time operation, menu operation and be routed to the routing policy of agent operation corresponding.Multilingual template is corresponding with the routing policy comprising welcome operation, speech selection operates and be routed to agent operation.Multilingual added pattern is corresponding with the routing policy comprising welcome operation, time operation, speech selection operate and be routed to agent operation.Certainly, embodiments of the invention are not limited to the operation of these types.The operation of other routing policy is also apparent to those skilled in the art.

According to an embodiment, each pre-solid plate 244A provides the visual representation of total routing policy, and it represents that this strategy is clear and promptly communicates to liaison centre staff (such as, guide look communication).Liaison centre staff can select concrete route template 244 by the visual representation clicking concrete routing policy.

According to an embodiment, blank canvas template 244B does not correspond to predetermined reporting strategy, but alternatively, represents that the option being used for liaison centre staff is to limit user's routing policy.When liaison centre staff selects blank canvas template 244B, vertical application 52 can perform routing policy edit script.In addition, when liaison centre staff selects existing template 244C, another UI page or popup menu can be shown, and liaison centre staff can be selected from the logical routing produced before.

For returning previous routing policy configuration page (such as, changing the UI page 220 of initial routing configuration information), liaison centre staff can select " previous step " (or previous) button 246.But, for continuing configuration routing policy, the Next button 247 can be selected.According to an embodiment, when selecting the Next button 247, routing policy edit script is initialised.But, if liaison centre staff will cancel the configuration of routing policy, then can select " cancellation " button 248.

Figure 11 is the screenshot capture of the UI page 260 presented in response to the selection of the concrete route template in UI page 240 (such as menu additional lanes is by template 244A) according to an embodiment of the invention.UI page 260 can produce according to the routing policy edit script of vertical application 52.

According to an embodiment, UI page 260 display comprises routing policy Figure 26 2 of different configurable piece of 264A-D (being referred to as block 264).According to embodiments of the invention, block 264 represents the configurable operations (or logical routing step) of routing policy visually.According to an embodiment, block is shown intuitively by describing interactive stream description, and interactive stream will by routing policy process.In this, routing policy Figure 26 2 is configured to the general view providing routing policy, thus makes the liaison centre staff expert of Bu Shi liaison centre routing policy (can) can understand contact interactive stream (such as phone, Email, chat sessions etc.) by liaison centre intuitively.

According to an embodiment, the similar logic tree (or decision tree) not having loop or branch to merge of routing policy Figure 26 2.In this, routing policy figure can be that simplified flow chart is to provide the fast understanding of routing policy.Such as, as shown in figure 11, block 264 can be connected to each other to point out how contact event is flowed through liaison centre and/or point out the special processing carried out event by explant.Each piece can be associated with logical routing, and how logical routing instruction will be managed alternately.Logical routing can require input parameter (such as playing particular media files to identify).Once provide, when performing routing policy, this input parameter can be stored the independent metadata as being associated with routing policy to be retrieved when running.Alternatively, parameter can be stored in routing policy as static parameter.According to some embodiments, routing policy figure comprises loop and/or merges branch.

According to an embodiment, block 264 can comprise begin block 264A, intermediate mass 264B, branch block 264C, end block 264D and similar piece.But, those skilled in the art will recognize that embodiments of the invention are not limited to the block or formwork structure limited here, but other block a lot of or block structure of being adapted at using in liaison centre's routing policy can be comprised.Such as, embodiments of the invention can comprise and merge block or loop block, or can comprise block structure that is predetermined or random length.

When new contact starts alternately (such as, when new calling is received), begin block 264A can represent the first operation performed by corresponding routing policy.An example of begin block 264A welcomes block.According to an embodiment, begin block 264A is connected at least one other block 264, and at least one other block represents next step operation performed in the concrete routing policy by the heart in a call.Such as, in the embodiment shown in fig. 11, block is welcome to be connected to time block.In addition, as shown in figure 11, begin block 264A (or other block 264 any) (such as can pass through arrow) and point out the direction of route flow.

Intermediate mass 264B can represent the intermediary operation of liaison centre's routing policy, the operation such as performed between begin block 264A and time block 264D.The example of intermediate mass 264B includes but not limited to time block, message blocks, maintainance block and similar piece.According to an embodiment, intermediate mass 264B is connected at least two other blocks 264 (in such as routing policy block) previously and subsequently.Such as, in the embodiment in figure 11, time block is connected to and welcomes between block and menu block.

Branch block 264C can represent the branch operation of liaison centre's routing policy.According to an embodiment, branch operation comprises decision (or routing operation), wherein terminal user 14 (or other entity) is showed at least two options had for selecting, and routed path changes according to the option by customer selecting.The example of branch block 264C includes but not limited to menu block, language blocks, block is selected by department, support selects block, technical ability to select block and similar piece.According to an embodiment, and as shown in Figure 11, branch block 264C is visually represented by branch and the previous block be connected in routing policy and at least two block subsequently.Such as, in the embodiment in figure 11, the input to menu block is connected to time block.Menu block has three branches (menu 1, menu 2 and menu 3), and the output of each branch is connected to the route acting on behalf of block.

End block 264D represents the operation stopping concrete interactive stream.The example of end block 264D includes but not limited to act on behalf of the route of block, route switching block, route, voice mail block to message blocks, terminates mutual block and similar piece.According to an embodiment, end block 264D is connected at least one previous block.Such as, in the embodiment in figure 11, one that each agency in block is connected in the output of menu block is routed to.

As mentioned above, each in block 264 represents the concrete operations of routing policy, and when block 264 is to be linked in sequence especially together to form routing policy Figure 26 2, they represent and (the such as having a guide look of) routing policy (or interactive stream) for this concrete route point that effectively communicates visually.Not only this visual representation helps liaison centre staff to understand final (such as performing) routing policy of liaison centre, and it also helps configuration and the building process of concrete routing policy.

According to an embodiment, when the route template 244 being selected from UI page 240 can utilize default parameters to be preconfigured to allow the plug and play of liaison centre to arrange (out-of-the-box setup), aspects more of the present invention are also provided for the configuration of routing policy and self-defined.This can invite the pop-up window 266 of liaison centre staff to communicate with liaison centre staff by such as showing, thus the parameter of configuration block 264 or interpolation/remove/movable block 264.

According to an embodiment, liaison centre staff can configure concrete block 264 (such as the input parameter of concrete block 264) by selecting the concrete block in (such as clicking) routing policy Figure 26 2.By showing routing policy vision as related blocks 262, contact center users easily can determine that whether block is relevant to overall routing policy, this auxiliary block layoutprocedure.

According to an embodiment, present another UI page when a selection block 264, liaison centre staff is inputted and the parameter selecting block 264 to be associated.According to an embodiment, the parameter input of appropriate section performed via SCXML code accomplishing routing policy.According to an embodiment, the example of the concrete block 264 of configuration is described referring to Figure 12-16.

The screenshot capture of the UI page 280 that Figure 12 presents when being the welcome block selecting Figure 11 according to an embodiment of the invention.UI page 280 shows and welcomes the parameter that is associated of block, points out liaison centre staff configuration parameter by providing suitable configuration data (such as numerical value, link etc. to media file).Such as, in the embodiment shown in fig. 12, liaison centre staff can be configured to the customer call broadcasting welcome message entering liaison centre.Welcome message can configure via message arrangement field 282.According to an embodiment, message arrangement field comprises playback function, word to phonetic function and message selection function.When selecting playback function, playback function replays and welcomes the current message (such as, the greeting of company and identification) be associated of block.When selecting word to phonetic function, word can input for generation of the word of message to voice operating via word to phonetic function.Message selection function can make liaison centre staff select existing message file or set up new information.

According to an embodiment, when message selection function is selected, UI page 300 presents the selection for message, as shown in Figure 13.UI page 300 can show the media library 302 comprised for selecting the multiple media files 304 as welcome message.In addition, liaison centre staff can have upload another media file to media library 302 option (for current or subsequently select).According to an embodiment, the media file 304 of media library 302 is saved to media server 46 and retrieves from media server 46.

Referring again to Figure 12, once for selecting the parameter of block (such as welcoming block) to be configured, liaison centre staff can continue to configure another block.Contact center users can by such as to turn back to display flow graph 262 (such as by selecting the display of the thumbnail of flow graph 284) and click block 264 or by selecting from block label allocation 286 block to select next block for configuring.Block label allocation 286 can highlight current selection block.

Figure 14 be according to an embodiment of the invention select time block time the screenshot capture of UI page 320 that presents.UI page 320 shows the parameter that can be used for configuring be associated with time block.According to an embodiment, time block represents the time of operating function, performs different operations according to mutual time and date.Such as, if terminal user 14 is in the calling of normal operation time durations, time block is in the logic of normal operation time with this calling of inspection and is associated, and calls the logical routing be associated with (one or more) next block of route flow.(one or more) next block can make calling be routed to such as can provide different menu option to carry out the media server selected for user.If terminal user 14 called out when vacation, logical routing inspection calling is really in vacation and calling can be sent to media server to play particular message (such as holiday message), or require that user leaves message for callback subsequently.For this reason, time block can have input field 322 normal time, vacation input field 324 and message input field 326.

According to an embodiment, normal time, input field 322 comprised the sliding part allowing liaison centre staff to select the time range of the normal time operated.Different draw runner can with one week be not associated on the same day.Vacation, input field 324 can make liaison centre staff such as by selecting the date input vacation of calendar.Message input field 326 can allow liaison centre staff configuration messages with outside the normal time appearing at operation alternately or vacation time play.Message can be selected from media library 302.

Figure 15 be according to the selection of an embodiment for configure menu block time the screenshot capture of UI page 340 that presents.UI page 340 can allow to set up menu item and menu operation.The UI page 340 of Figure 15 comprises menu formation field 342 and unexpected field 344.

Menu formation field 342 can comprise button son field 342A, mark son field 342B, file son field 342C, adds menu item button 342D and delete menu item button 342E.Button son field 342A utilizes key-press input (such as on push-button telephone) to limit the relevant of menu item.Mark son field 342B is for naming each menu item.File son field 342C is used for the media file selecting to be associated with menu item (such as describing the message of menu item).Media file can be selected from media library 302 or be transfused to as word to voice.Add menu item button 342D and delete menu item button 342E and can add or delete menu item field.According to an embodiment, by adding or deleting menu item, the menu block shown in routing policy Figure 26 2 comprises more or less branch.

According to an embodiment, if such as do not have menu item to be selected or have selected invalid menu item, unexpected field 344 can configure unscheduled event.

When foregoing description is relevant to menu block, person skilled in the art should be realized that the aspect of menu block is relevant to other branch block 264C, such as language blocks (for selecting language), business department's block (mutual relevant with those business departments for selecting), account's block (mutual relevant with which account for selecting), etc.

The screenshot capture of the UI page 360 that Figure 16 presents when being and being routed to acting on behalf of block according to the selection of an embodiment.UI page 360 in Figure 16 comprise master agent group field 362, optional act on behalf of group field 364, unexpected field 366 and keep Option Field 368.According to an embodiment, master agent group field 362 identifies one or morely acts on behalf of group (or technical ability group), will be routed to this alternately and act on behalf of group.The group (such as technical ability group) that can be used for selecting can correspond to the group produced in proxy configurations operation 202.Such as, if select " technology groups ", routing policy makes to be routed to alternately the agency with " technology " technical ability group.

According to an embodiment, with optional to act on behalf of group that group field 364 is associated be back up or optionally act on behalf of group.According to an embodiment, preferably act on behalf of group be logical routing first attempt route mutual (such as calling out) to act on behalf of group, and optional group of acting on behalf of is if there is can the backup group that is routed to of finite-state (such as estimating that the stand-by period is longer than setting numerical value).

If do not acted on behalf of available (being such as transferred to voice mail, route switching etc.), liaison centre staff can utilize unexpected field 366 to configure unexpected option, to limit the operation that will be performed.Liaison centre staff (such as by selecting from media library 302) configuration can also keep music.

When foregoing description relates to the route acting on behalf of block, those skilled in the art will recognize that configuration is routed to the aspect acting on behalf of block and is applicable to other end block 264D, such as route switching block (mutual to another routing policy for sending), route (arriving voice mail box for sending calling) etc. to voice mail block.In the example of route switching block, agency, telephone number etc. that user can select concrete routing policy, be associated with the concrete menu item be arranged in master menu.User can also identify the message of broadcasting and/or music, relayed call simultaneously.

According to an embodiment, except configuring the parameter of the block 264 of routing policy, routing policy itself also can be configured (or such as setting up from blank template 244B).In addition, because routing policy can be displayed in the general view of simplification, when configuring (or design) routing policy, liaison centre staff is helped by understanding intuitively by the interactive stream of liaison centre.

Figure 17-20 is inbound alternately to the screenshot capture of the UI page 380 presented by vertical application 52 during the routing policy of liaison centre for design management according to an embodiment.Liaison centre staff can according to sketch or based on default stencil design routing policy.In this, UI page 380 can displaying block tool bar region 382.In an illustrated embodiment, block tool bar region 382 comprises multiple pieces 264 that can be used for limiting liaison centre's routing policy used and building routing policy Figure 26 2 (Figure 11).Block 264 in block tool bar region 382 can implement according to the best the basic building block corresponding to routing policy.According to the embodiment of Figure 17, when liaison centre staff by the block 264 of cursor hover in block tool bar region 382 time, being described in such as pop-up window of block is shown.

One aspect of the present invention utilizes routing policy Figure 26 2 and block 264 to provide the visual configuration of routing policy.According to an embodiment, the flow process of routing policy and logic are limited by block and those blocks position relative to each other.When according to layout design routing policy, keeper selects suitable block from block tool bar region 382 (block tool bar region 382 is in order to be provided for mutual ideal process), and also identify wherein by select block should insert relative to other block of being positioned in workspace areas workspace areas 390 in position.Can be completed via any traditional means in this area by the identification of the position selecting block to insert, such as, click and towing means.According to an embodiment, when starting " introducing " option 392 (Figure 18), user can introduce block from external resource.The block introduced to appear in block tool bar region 382 and can be selected by keeper when building routing policy.

Figure 18 describes the screenshot capture building the UI of routing policy via towing and drop-down means according to an embodiment of the invention.In the embodiment of Figure 18, block 264 is pulled from block tool bar region 382 and pulls down to the particular location in the routing policy Figure 26 2 be presented at workspace areas 390 by liaison centre staff.In response to the particular location lower drawing block at the block be pre-existing in relative to other in workspace areas, vertical application is configured to rearrange/reorganize the block be pre-existing in, to allow to be placed in recognizing site by selection block 264, wherein block is drop-down.By selection block can before existing piece, afterwards or centre drop-down.By the foremost selecting block can also pulled down to existing piece, to point out that existing piece will be replaced.Based on the position amendment routing policy of block 264.Such as, in the embodiment of Figure 18, by another time block 264 is placed on menu block sale branch 381 and in the middle of the route acting on behalf of block 383, after the sale branch obtaining menu setecting, routing policy is modified (routing policy relative to not having this piece) to perform the logic checking the operating time.Except adding except block 264 from block tool bar 382, the current block 264 in routing policy Figure 26 2 can be moved according to any traditional means of this area or remove.

In addition, vertical application 52 can comprise automatic pattern layout optimization.Such as, after liaison centre staff sets up routing policy in workspace areas 390, the block 264 in workspace areas 390 can be rearranged/reorganize to vertical application 52, makes block by the routing policy arranged best for configuring.Routing policy can be arranged in sub-segmentation by automatic pattern optimization, and sub-segmentation can convergent-divergent or flexible.

According to embodiments of the invention, vertical application 52 can go wrong at the process middle finger building routing policy (such as initial setting up or reconfigure) (or mistake).Problem in routing policy may such as occur when having isolated block, incorrect link block, parameter problem, expection operational issue and/or analogue.In addition, vertical application 52 can detect coverage gap (that is, block does not comprise the four corner of the output of previous block subsequently), unnecessary branch (namely hypothesis exceeds the process values of the output area of previous block) or loop checking installation.In this, vertical application is configured to apply one or more rule, thus allows the interpolation of the block in workspace areas, deletion and/or resequence.

Figure 19 is the screenshot capture of UI according to an embodiment of the invention for existing via routing policy Figure 26 2 efficient communication mistake.Such as, when having connection error, parameter error or the operating mistake be associated with block 264, can with the block 264 of concrete color (such as red or yellow) explicit routing strategy.Mistake can be identified by the application program of vertical application according to one or more rule.As another example, icon 386 can be shown the error indicating routing policy, and pop-up window 387 can be shown to describe mistake.Such as, as shown in Figure 19, icon 386 and pop-up window 387 display have the warning of isolated block (such as disconnecting block).

In addition, according to an embodiment, vertical application 52 can advise the solution to having pointed out faults.Such as, pop-up window 387 can advise removing isolated block.

After routing policy is configured, routing policy can be saved by selecting such as " to complete " button 388.According to an embodiment, the startup of " completing " option makes vertical application generate routing policy based on the block in workspace areas and those blocks position relative to each other.According to an embodiment, each piece of part generating routing policy.This can such as by utilizing JSON (JavaScript Object Notation) to complete, for providing each piece of the restriction generating SCXML code.According to an embodiment, be defined for the whole of concrete block or some parameters are stored in the independent meta data file be associated with routing policy.When routing policy in response to the mutual of liaison centre and be performed time, independent meta data file operationally between be retrieved.Parameter whole or some can also be stored in routing policy as static parameter.

Except generating and storing except routing policy, the layout of the block in workspace areas is also stored as routing diagram, for retrieval subsequently and display.By the layout of displaying block as routing diagram, user can make the routing policy of expression easily visual.

Figure 20 configures and the screenshot capture of the UI page 400 that vertical application presents after preserving routing policy according to an embodiment of the invention.UI page 400 display comprises the general view of routing policy 262 as interactive stream of the configuration of block 264.In addition, UI page 400 can comprise " preview " button 402 in order to the operation of preview routing policy and the link 406 in order to the routing policy of seeing all versions.

Figure 21 is the screenshot capture of the UI page 420 presented by vertical application when selecting preview button 402 according to an embodiment of the invention.According to an embodiment, UI page 420 presents according to the simulation scenario of vertical application 52.

According to the script that the simulation scenario (or hypothesis test logic) of an embodiment is the routing policy activity according to digital simulation liaison centre of liaison centre, liaison centre's data can comprise historical data, mathematical model, proxy feature, operating parameter and class likelihood data.Liaison centre's data can be caught from passing interactive communication amount, detailed report, application log, industrial practice etc.According to an embodiment, liaison centre is data from database server 48 and/or statistical server 50.

When working train family script, liaison centre staff can input liaison centre's state (such as selection scheme, input oneself state or introduce actual or historic state) for simulation.Liaison centre's state can comprise after such as agency makes a reservation for, acts on behalf of skill level, call volume, calling frequency, type of call, calling/work/stop time (mean value/variant) and similar state.According to an embodiment, according to liaison centre's state of input and the routing policy working train family of configuration.

Can via analog control panel 422 control simulation.Analog control panel 422 can comprise for the option by broadcasting, time-out, F.F., rewinding, acceleration, deceleration and similar operations control simulation.In addition, input panel 424 can be set for liaison centre staff, in order to provide analog input.Such as, input panel 424 can be the keyboard for contact center users input key during analog call.

UI page 420 can comprise the timeline 426 being used to indicate simulation playback.Timeline 426 can comprise the Slide tool 427 of instruction current playback time.When simulate advance time, the different masses/node 264 of Slide tool 427 is inswept expression routing policy, which part making user can estimate routing policy is called, and simulates the customer experience provided by routing policy.When Slide tool advances on time, the color of block can change with never by block that difference place in the block of simulating has been simulated.

According to another embodiment, the UI page 420 for simulation scenario can comprise simulation model selector switch 428.Simulation model selector switch can comprise the input for selecting simulation model, and described simulation model is such as interactive stream (such as call-flow), abandons analyzing or all simulating.

According to an embodiment, when selecting call-flow pattern, preview UI is by routing policy simulation individual call stream.Here, input panel 424 can the keyboard of pseudo-terminal subscriber phone, and timeline 426 can be pointed out current by the position of routing policy Figure 26 2 of simulating.In addition, in call-flow pattern, simulator can play message and record analog voice mailbox, there is actual call seemingly the same.

According to an embodiment, when selecting entirely to simulate, the function (namely simulating multiple simultaneous agency and terminal user) of whole liaison centre simulated by simulator script.Here, timeline 426 can represent the time on the same day, and state can change according to the time on the same day.

According to one aspect of the invention, simulate and indicate by the state (such as mistake, problem, ratio, amount, number etc.) of the liaison centre of simulating according to current routing policy.Simulator can pass through visual cue (change of color, animation, icon, flicker) or audible indication (pipe, warn or notice) points out state.Here, instruction can by self-defined for representing various state.

As shown in the embodiment in Figure 21, simulation can point out via the color of the block 264 in routing policy Figure 26 2 state simulating liaison centre.Such as, mark can represent abandonment rate.In this case, green can point out the low abandonment rate be associated with described piece, and yellow can point out medium abandonment rate, and redness can point out high abandonment rate.Threshold value for these levels can be set by liaison centre staff.Can by the state of other type of simulative display include, but are not limited to hot-fluid (hot-fluid of such as call volume), average/maximum call time, average/maximum latency, response average/minimum speed, average/maximum occupancy, performance, service quality etc.

As mentioned above, the state (such as via visual cue) of liaison centre is associated with independent block.Therefore, liaison centre staff can identify the region of the concrete logical routing that may should be noted that.Such as, if sell branch's simulation to have high call abandonment rate, then liaison centre staff can be warned the routing policy that (such as via visual cue) be associated with this branch and should be noted that (such as reconfiguring).For this reason, simulation scenario can adopt (such as adopting Erlang A, B or C formula that art technology is known) such as liaison centre's model, statistical analysis, queue system theories.In addition, simulation can consider the actual disposition information relevant with concrete call center, such as, act on behalf of number, agent skill (comprising the technical ability being defined and being assigned with), act on behalf of skill level, call center's ability, agent capability, labor time table and similar information.

According to another aspect of the present invention, the solution that can offer suggestions for expection problem of simulation scenario.Such as, if the abandon percentage sold in branch is high, then simulator can advise making assistance agent group be associated with this branch or this calling is routed to voice mail subsequently.These suggestions can be implemented based on the best, historical data, liaison centre's model, queue system are theoretical.According to the embodiment of the present invention, previous problem root list (such as passing through frequency categorization) can be provided; This list can be personalized to particular user/keeper based on the problem appeared in their configuration.Simulation scenario can be started by contact center users or can be triggered by the Recent Changes (such as according to active configuration correct before or labor time table) in configuration or labor time table.

Except automatically generating except mark, liaison centre staff optionally can observe the additional information about routing policy.Such as, as shown in Figure 21, liaison centre staff can by cursor hover on the concrete block of such as timing node 431, and with show tooltips 30, ToolTips display is associated for information about with block (bubbling data (bubbled-up data)).In addition, can select the concrete block 431 generating new UI page, new UI page provides the details be associated with concrete block (drilling through (drill-down)) downwards.In the example of timing node 431, ToolTips 430 provides liaison centre's time of configuration.

Referring again to Figure 20, after simulation liaison centre routing policy, liaison centre staff can return to edit routing policy by selecting " editor's route " button 404.In addition, according to the embodiment of Figure 20, can 406 observations be linked by selecting " seeing all versions " or select other version of routing policy.

The screenshot capture of the UI page 400 that Figure 22 presents when being and selecting " seeing all versions " to link 406.UI page 400 display column goes out the version menu 442 of the different editions 444 of routing policy.According to an embodiment, by selecting edition 4 44 from version menu 442, become the current routing policy for activating or editing by the edition 4 44 of the routing policy selected.

Referring again to Figure 20, once configure routing policy according to the requirement of liaison centre staff, liaison centre staff can trigger current by the routing policy selected by such as selecting " triggering route " button 408.

According to an embodiment, when being activated by selection routing policy, the configuration server 41 in remote computing environment 24 runs configuration script, for according to the virtual machine being configured liaison centre by the parameter of routing policy selected in remote computing environment 24.

C. reports Administration UI

Hereinafter, with reference to Figure 23-24C, Reports Administration option 206 and Reports Administration UI are described.The screenshot capture of the UI page that Figure 23-24C presents when being and selecting Reports Administration option according to an embodiment of the invention.Referring again to Fig. 3, liaison centre staff can select Reports Administration option 206 from UI page 200.The segmentation of Reports Administration option 206 can call the Reports Administration script of vertical application 52.According to an embodiment, Reports Administration script presents the Reports Administration UI600 for management (such as setting up or configuration) report control panel, for monitoring and/or analyzing liaison centre.

According to an embodiment, Reports Administration UI600 shows the space 602 of reporting for arranging report control 604.Space 602 of reporting can represent viewing area for reporting control panel (as described below), and the concrete configuration of report control 604 in work space 602 and arrange can corresponding to the configuration of the report control panel presented and layout.

According to an embodiment, report control 604 is visualized to be measured for concrete liaison centre.Report control 602 can be the display window that liaison centre staff shows that liaison centre measures (such as in real time or historical metric) via such as chart, figure, trend, list, Color/Shape warning, word, numeral or any information portrayal that other is applicable to, to measure communication (such as effectively and practically communication or have a guide look of communicates) to liaison centre staff by described.

Such as, report control 604 can be availability report's control with color coding pie chart, and color coding pie chart is divided into the quantity of coordinator pro rata, is respectively to reply, transfer, go to voice mail or abandon.Availability report's control can have and is presented at the call answering that receives in the special time text relative to the ratio of call number, and color coding arrow can be utilized to show ratio is rise or decline.Another report control 604 can be the call volume report control with color coding chart, this chart illustrates the quantity of calling per hour within a predetermined period of time, and can have the text display of the carrying out sum of real-time calls the quantity per hour and calling received in the process being presented at predetermined amount of time (such as from midnight).Call volume report control can comprise the color coding arrow indicating calling trend per hour.Another report control can be the turnout control with color coding bar chart, the quantity (top executor, average executor and rebasing executor) of this bar chart display agency.Show the text that control can comprise the average call duration of each activation agency (such as real-time or history) in each classification (top, average, rebasing) shown for acting on behalf of, word can be attended by the color coding arrow of the trend indicating average call duration.Those skilled in the art will recognize that report control be not limited to above described in, and the report control measuring (such as afoot calling, average handling time, maximum latency etc.) for any applicable liaison centre in any applicable configuration can be comprised.

As mentioned above, liaison centre staff can carry out configuration report work space 602 by the report control 604 in selection, layout and configuration report work space 602.According to an embodiment, liaison centre staff selects report control 604 from the Available Reports menu 606 listing Available Reports 608.Available Reports menu 606 can comprise various report.

According to an embodiment, liaison centre staff can add report to Available Reports menu 606.Such as, liaison centre staff can select to add reporting option 610, adds the interpolation report script that reporting option 610 calls the vertical application 52 for adding report.According to an embodiment, add report script and liaison centre staff can be made to download report (such as downloading predetermined report from the server of network).According to an embodiment, add script and can call report the build tool, report the build tool (such as from the structure block of element and available metrics) can create latest report.Such as, report the build tool liaison centre staff can be allowed to measure from the concrete liaison centre of menu setecting and be configured for display via specifying information method for visualizing (such as chart or figure) those measure.Once add, latest report can be contained in Available Reports menu 606 as an Available Reports 608.

Available Reports 608 can be removed from Available Reports menu 606.According to an embodiment, when removing Available Reports 608 from Available Reports menu 606, be removed be reported in configuration report work space 602 time unavailable.Can by selecting remove reporting option 612 and remove Available Reports 608, what remove that reporting option 612 calls vertical application 52 removes report script, to remove this report from Available Reports menu 606.

According to an embodiment, liaison centre staff can by selecting Available Reports 608 to carry out configuration report work space 602 from Available Reports menu 606.Such as, as shown in fig. 24 a, liaison centre staff can as latest report control 604 in drag and drop Available Reports 608 to space 602 of reporting.Latest report control 604 can be relational expression in the position in space 602 of reporting; Such as, the drop-down specified place of latest report control with wherein will space of reporting (with according to one or more embodiment, report control panel accordingly) in the particular location of location latest report control 604 corresponding.In addition, report in space 602 if other report control 604 is in, Reports Administration script can rearrange it in the position in space of reporting automatically based on the position of latest report control.

According to an embodiment, if liaison centre staff hover is on Available Reports 608, the preview window will Eject preview report display.According to an embodiment, if liaison centre is configured, then the information in the preview window is the real-time of configuration liaison centre or historical information.

Time control 614 can be contained in reports in space 602.Time control 614 can have several options of the data time section about display.Such as, time control 614 can have sky, week, the moon, year and calendar option.According to an embodiment, the selection of in these options changes the shown data in report control 604.Such as, select all options can change the display of available window, to be presented at (the replacing receiving from midnight) that receive in current week data about calling, or more relevant to the selected time period one group of new report control 604 can be shown.The calendar option of select time control 614 can allow shown data relevant to historical time section.Such as, sky or date range can be selected and be presented at the data reported in control 604 can change corresponding to the concrete sky selected or date range.

The size of report control 604 is configurable.Such as, liaison centre staff can stretch or reduce the window of report control 604 to change the region that in space of reporting, concrete report control occupies.

According to an embodiment, type and the mode of the information shown by the report control 604 of reporting in space 602 are configurable.Such as, liaison centre staff can select the report control 604 of reporting in space 602 for configuration, and this calls the report configuration script of vertical application 52, thus can the outward appearance of self-defined current data and type.

According to an embodiment, report control 604 shows the bubbling information of the larger group of information about concrete report control.Such as, bubbling information can be concrete relevant with Report Type information, to allow the efficient communication of Back ground Information.Here by only showing the information subgroup of larger group of more relevant information, liaison centre staff can concentrate in more relevant information, and can not get lost in larger group of information.According to an embodiment, described larger group of information can be observed by selecting control.Select control can enable the display of the self-defined larger group of information of liaison centre staff and layout (such as being presented in report control panel) to show corresponding larger group of information via Reports Administration UI600.

According to an embodiment, (configuring via Reports Administration option 206 and Reports Administration UI600) report corresponds to the specific service line of liaison centre; But embodiments of the invention are not limited to this, and report also can correspond to whole service line or the subgroup service line of liaison centre.

Figure 24 B-24C is the screenshot capture of the report of other type that can be arranged to liaison centre staff.This report can comprise queue report 603a, 603b and agent skill report 605a, 605b.Queue report can show the certain statistical for the queue be associated with route point (such as concrete telephone number).Those queue ASSOCIATE STATISTICS can comprise the quantity of such as Call Waiting, current maximum latency, the average latency, response rate, call answering quantity and call out the quantity abandoned.About response rate, call answering quantity and call out severals quantitative statistics of abandoning can be observed for different time sections, such as, from (as shown in Figure 24 C) in 60 minutes that to select label 607 in the past or from (as shown in fig. 24b) in 24 hours that select the past label 609.

Agent skill report 605a, 605b can show the certain statistical of particular agent group (such as sale group (Figure 24 C) or technical support group (Figure 24 B)).Those statistics include, but are not limited to the sum acted on behalf of, the agency processing calling, ready agency, not ready agency, average handling time and longest-idle.

II. configuration and monitoring control panel

Hereinafter, with reference to Figure 25-50, the control panel UI according to the one or more embodiment of the present invention is described.

According to an aspect of the present invention, liaison centre staff can monitor via control panel UI and reconfigure the liaison centre of current operation.Control panel UI can be presented by vertical application 52.

Figure 25 is the diagram of exemplary according to an embodiment of the invention control panel UI 1000.Control panel UI 1000 can comprise the multiple UI pages for monitoring and/or configure liaison centre.UI page can include, but are not limited to master control board UI 1002, agentbased control plate UI 1200, route test plate UI1400, report control panel UI 1600 and agentbased control plate UI 1800.Agentbased control plate UI 1200 can include, but are not limited to agency and organize control panel, agentbased control plate, acts on behalf of details control panel; Route test plate UI 1400 can include, but are not limited to Route Selection control panel, route map control plate and Routing details control panel; And report that control panel UI 1600 can include, but are not limited to main report control panel and report details control panel.

Figure 26 is the screenshot capture of the master control board UI 1002A according to an embodiment.Master control board UI1002A comprises the information relevant to the operation of liaison centre, and this information is shown with effective mode highly may have access to, thus has a guide look of the current state (such as health, productive capacity etc.) of communication centre effectively.Such as, as shown in the embodiment in Figure 26, master control board can comprise report window 1008, proxy-reporting window 1004 and logical routing window 1006A.

Report window 1008 can comprise chart, figure or other information communication medium be applicable to, described medium instruction relevant contact central information (such as liaison centre's interactive information), the number such as called out, afoot calling, Call Waiting, maximum latency, average latency, abandonment rate and similar information.Report window 1008 is configurable, and such as mutual report window can be configured to the information shown across one day or another time period.According to an embodiment, report window 1008 configures via Reports Administration option 206 as above and Reports Administration UI.

Proxy-reporting window 1004 can comprise instruction and relevant chart, figure or other display information of agency 11, comprise the quantity of agency, call out in agency, carry out after the agency after work, ready agency, not ready agency, average call processing time, average call working time, longest-idle etc.Proxy-reporting window 1004 or configurable; Such as liaison centre staff can select concrete technical ability group to be presented in proxy-reporting window 1004.

Logical routing window 1006A can comprise logical routing diagram (roughly similar to logical routing diagram 262 logical routing diagram).According to an embodiment, logical routing diagram is the general view with the interactive stream of visual beacon by logical routing, with the current or historic state at communication call center in a view (such as healthy, hot-fluid).

According to an embodiment, liaison centre can have multiple logical routing.The route window 1006B of multiple logical routings of instruction liaison centre can be comprised with reference to Figure 27, the master control board UI 1002B for having the liaison centre of multiple logical routing.Such as, route window 1006B can point out that corresponding liaison centre has independent logical routing, for main line, wall cleaning line (wall cleaner line), clear up line (floor cleaner line).According to an embodiment, route window 1006B is such as via color coding, the state indicating each logical routing about the text display (quantity of such as calling per hour or average answering time) measured of concrete logical routing.Master control board UI 1002B can comprise report window 1008 and the agent window 1004 similar to the agent window of master control board UI 1002A.

According to one or more embodiment, master control board UI 1002A is customizable.With reference to Figure 26 and 28, liaison centre staff can in choice set option one 010 with the configuration of self-defined (such as self-defined in real time) master control board UI 1002A.According to an embodiment, when in liaison centre staff choice set during option one 010, drop-down menu 1012 (such as by the custom script of vertical application 52) presents.Drop-down menu 1012 can comprise the various options for configuring master control board UI 1002A.Such as, drop-down menu 1012 can comprise submenu for which selecting act on behalf of group (such as all, sales, Spanish, account, bill etc.) be shown, for select which service line (such as own, platinum, yellow gold, silver or copper) shown submenu and/or for filter about liaison centre mutual corresponding geographic position (such as own, east coast, south, Midwest or West Coast) submenu.

Different configurations can be saved and call.According to an embodiment, liaison centre staff can via saving options 1014 preservations and call configuration.Save options and 1014 can name, preserve and select control panel UI to configure.

According to an embodiment, control panel UI 1002A is provided for the option configuring liaison centre.Such as, New Report option one 020A can be selected for self-defined report window maybe can call Reports Administration option 206, newly-built route option 1020B can call routing configuration option 204, add agent option and can call the interpolation agent script of adding proxy management option 202, and newly-built group of option can call the interpolation agent skill script of proxy management option 202.According to an embodiment, liaison centre can be configured in real time for the option configuring liaison centre.

Each in report window 1008, agent window 1004 and route window 1006A can be selected by liaison centre staff to show more information.Such as, liaison centre staff can by cursor hover in a part for window, to show the ToolTips window comprised with some the more relevant information be associated by the part selected.In addition, another UI page with more details can be selected to provide for one in window 1004-1008.Such as, according to an embodiment, select agent window 1004 to present agentbased control plate UI 1200, select route window 1006A to present route test plate UI 1400, and select report window 1008 to present report control panel UI 1600.

A. agentbased control plate UI

Hereinafter, according to an embodiment, with reference to Figure 29-34, agentbased control plate UI 1200 is described.Agentbased control plate 1200 can be called by selecting the agent window 1004 of master control board UI 1002.Such as, when agent window 1004 is by selection, vertical application 52 presents agentbased control plate UI 1200.According to an embodiment, the UI page of the agentbased control plate UI 1200 initially presented is that agency organizes control panel UI 1200A.

Figure 29-30 is the screenshot captures acting on behalf of group control panel UI 1200A according to an embodiment of the invention.Agency organizes control panel UI 1200A and can comprise and have the agency that agency organizes control 1204 and organize storehouse 1202.According to an embodiment, agency organize control 1204 represent respectively be associated with liaison centre or part liaison centre act on behalf of group.

Be presented at the agency agency organized in storehouse 1202 organize control 1204 can be self-defined.Such as, agency is organized control 1204 and can be filtered by set type or line associating (such as by select filtering option 1205).Can arrange that agency organizes control according to specifically measuring by selected and sorted option one 206.Specifically act on behalf of group can such as be found by keying in the thing of search in search field 1208.The quantity that display agency in the window organizes control 1204 can be passed through to select view option 1210 self-defined.

Each agency organizes control 1204 can show the information corresponding with the agency be associated.Such as, agency organize control 1204 can show agent group name, agency's group state, correlated measure and/or act on behalf of and act on behalf of quantity in group.The information be shown can be showed in many ways; Such as state can show via color coding poster, measure can utilize word dialog show and trend can utilize arrow to show.It will be appreciated by those skilled in the art that agency organizes control 1204 and is not limited to these examples, and agency organizes control 1204 can show and organize relevant any applicable information with the agency of liaison centre.

According to one or more embodiment, be presented at type that agency organizes the information on control 1204 and mode and selected effectively to communicate to liaison centre staff by organizing with agency the state reality that concrete agency that control 1204 is associated organizes with.For this reason, agency organizes control 1204 is customizable.Such as, agency organize control 1204 can by self-defined with display and the more relevant information subgroup acted on behalf of group and be associated.

According to an embodiment, when agency organize control 1204 be configured to display specifying information subgroup time, can display additional information in many ways.Such as, as shown in figure 30, pop-up window 1220 can be presented to show and the additional information specifically acted on behalf of group and be associated.According to an embodiment, cursor hover is organized on control 1204 concrete agency by liaison centre staff, this agency calling vertical application 52 organizes ejection script, to present pop-up window 1220 (or instrument top), for the more information shown with specifically act on behalf of group and be associated.In addition, such as a complete set of information organized about concrete agency can be shown in another UI page.

According to an embodiment, the agency's group being organized control 1204 expression by agency acts on behalf of subgroup corresponding to what be associated with liaison centre.Such as, acting on behalf of group can be classified by agent skill, and label has the agency of concrete agent skill to be associated with corresponding group of acting on behalf of.In one or more embodiments, can show and the agency specifically acting on behalf of group (or multiple groups) and be associated via agentbased control plate UI 1200B.Control panel UI 1200A can be organized via agency such as to select corresponding agency to organize control 1204 to call agentbased control plate UI 1200B by organizing storehouse 1202 from agency.

Figure 31-32 is screenshot captures of agentbased control plate UI 1200B according to an embodiment of the invention.Agentbased control plate UI 1200B can comprise the broker library 1230 having and act on behalf of control 1232.According to an embodiment, act on behalf of control 1232 and represent the single agency be associated with liaison centre respectively.

The control 1232 of acting on behalf of be presented in broker library 1230 can be self-defined.Such as, act on behalf of control 1232 to be filtered by type or line associating (such as by selecting filtering option 1234).Control 1232 can be acted on behalf of by selected and sorted option one 236 layout according to specifically measuring.Concrete agency can such as be found by keying in the thing of search in search field 1238.In addition, the display quantity acting on behalf of control 1232 in the window can by selecting view option 1240 self-defined.

Each acts on behalf of control 1232 can show the information corresponding with the agency be associated.Such as, act on behalf of control 1232 and can show the name of agency, the state of agency and/or correlated measure.The information be shown can be showed in many ways; Such as state can show via color coding poster, measure can utilize word dialog or figure display and trend can utilize arrow to show.It will be appreciated by those skilled in the art that acting on behalf of control 1232 is not limited to these examples, and act on behalf of control 1232 and can show any applicable information relevant with the agency of liaison centre.

According to one or more embodiment, the type being presented at the information acted on behalf of on control 1232 is selected effectively to communicate with the state reality acting on behalf of the concrete agency that control is associated to liaison centre staff with mode.For this reason, it is customizable for acting on behalf of control 1232.Such as, acting on behalf of control 1232 can by the self-defined more relevant information subgroup be associated to agency with display.

According to an embodiment, when agency organize control 1232 be configured to display specifying information subgroup time, can display additional information.Such as, as shown in figure 32, pop-up window 1242 (or instrument top) can be presented to show and specifically act on behalf of the additional information be associated.According to an embodiment, cursor hover is specifically being acted on behalf of on control 1232 by liaison centre staff, and this proxy information calling vertical application 52 ejects script, to present pop-up window 1242, for showing and specifically acting on behalf of the more information be associated.In addition, the additional information about concrete agency such as can be shown in another UI page.

Figure 33 and 34 is the screenshot captures of the UI page 1200C presented for showing the additional information about concrete agency.Figure 33-34 is the screenshot captures acting on behalf of details control panel UI 1200C according to an embodiment.When liaison centre staff select in agentbased control plate UI 1200B act on behalf of control 1232 time, acting on behalf of details control panel UI 1200C can be presented by vertical application 52.

Act on behalf of details control panel UI 1200C can comprise display liaison centre concrete proxy information act on behalf of detail window 1250.Such as, agent window 1250 can show and acts on behalf of identifying information 1252.Act on behalf of identifying information can comprise and act on behalf of name, employee number, academic title, authorization message, Supt.'s information etc.According to an embodiment, agent window 1250 shows the agent skill (or label) be associated with the agency in list of labels 1254.List of labels can point out alternately mutual by (current or in setup times section process) of the agent processes that is associated with concrete label quantity.

Agent window 1250 can comprise proxy-reporting window 1256.According to an embodiment, proxy-reporting window 1256 comprises and specifically acts on behalf of the report be associated.Such as, proxy-reporting window 1256 can comprise and specifically act on behalf of the vision that the relevant liaison centre that is associated measures and describe (such as chart, figure, trend, word etc.).The report instance that can be contained in proxy-reporting window 1256 includes, but are not limited to activity reports, turnout report and air time report.These reports can indicate in real time or historical information.

Activity reports can comprise the segmentation pie chart that shows agent activities pari passu and the text display being included in the number percent of call time in predetermined amount of time (such as from midnight) has color-coded arrow together with instruction trend, and agent activities comprises call time, waiting time and time of having a rest.Turnout report can comprise be shown as that group is average, the bar chart of calling of the process per hour of company average and the agency of active calls per hour and show process per hour the text display of call number together with having color-coded trend arrow.Air time report can be included in the chart of average holding time for acting on behalf of in the process of predetermined amount of time (such as from midnight), and the word of current average holding time is together with having color-coded trend arrow.

Also the information except being presented at except in report window 1256 can be showed.Such as, as shown in figure 34, pop-up window 1265 can show the more information about agency.Pop-up window 1265 in Figure 34 shows the additional information relevant with agent activities.Can by selecting one (such as activity reports) report to call pop-up window 1265 from proxy-reporting window 1256.

According to an embodiment, pop-up window 1265 is customizable.Time period for the information be shown can be configured by time period control 1260.Can organize the information of filtering display according to concrete agency, described agency is a member of concrete agency group.

Agency can be monitored via monitoring control 1258.Monitoring control can comprise for monitor activities mutual (such as phone) and the option watching the details (such as duration, theme, customer information) about action interactions.

For selecting different agency for display, liaison centre staff can navigate and return agentbased control plate UI 1200B or agency and organize control panel UI 1200A and make another and select, but embodiments of the invention are not limited to this.Such as, act on behalf of details control panel UI 1200C and can show (such as side slat) broker library 1230, and of acting on behalf of in control 1232 can be selected from broker library.

B. there is the route test plate UI of hot-fluid monitoring

Hereinafter, route test plate UI 1400 (Figure 25) is described in detail with reference to Figure 35 A-36.

Figure 35 A is the screenshot capture selecting the UI page 1400A presented by vertical application 52 according to the user in response to route window 1006A (Figure 26) of the embodiment of the present invention.According to an embodiment, it is visual that UI page 1400A provides logical routing to configure, for concrete route point.Route point can be such as telephone number 1409.

According to an embodiment, logical routing is manifested as routing diagram 1402.Routing diagram can be described to routing tree.According to an embodiment, routing tree 1402 is made up of the basic building block of such as root node 1404a, state of operation node 1404b, branch node 1404c, other intermediate node 1404d (such as information node) and end node (be also called as and be routed to a little) 1404e.Different node can also be called as block 1404.According to an embodiment, routing tree 1402 and block 1404 and previously described (such as with reference to Figure 11) logical routing diagram 262 and block 264 similar.Therefore, some aspects of routing tree 1402 and block 1404 or feature illustrate by referring to previously described logical routing diagram 262 and block 264.Such as, " preview " button 1408 and " editor's route " button 1410 have the function similar with " editor's route " button 404 to previously described " preview " button 402.

According to an embodiment, each in block 1404 represents concrete logical routing, and when block links together with concrete order (i.e. picture routing tree 1402), for liaison centre represents and (guide look) logical routing (or at least part of logical routing) that effectively communicates visually, user can easily be estimated: inbound alternately from its received moment to until it is routed to and is routed to a 1404e and how arrives route point.

According to an embodiment, inbound call is received to catalogue telephone number 1409 by sip server 44, and sip server calls business process server 42 configures for the logical routing of this telephone number with retrieval.According to an embodiment, logical routing performs via SCXML code.First the exemplary routing logic corresponding with the routing diagram 1402 of Figure 35 A call the logical routing be associated with " welcome " root node 1404.The logical routing be associated with " welcome " root node 1404 calls media server 46, first to play the welcome message being arranged to this part logical routing.

Next, exemplary routing logic calls the logical routing be associated with " time " state node 1404b.Whether the time check that the contrast of this logic is arranged to this concrete block receives the mutual time, thus be the business hours take suitable action based on this time.Then exemplary routing logic calls the logical routing be associated with " sell, support, account " branch node 1404c, plays different menu options and one that points out user to select in those options to make server.According to an embodiment, the technical ability group that the selection of " sale " option makes logical routing identification be associated with option and by be routed to alternately have be identified technical ability group act on behalf of group (representing via end node 1404e).The logic that the Selection and call of " support " and " account " option is associated with additional branches node, for pointing out the further input from caller.

Except being described through the interactive stream of liaison centre visually, routing diagram 1402 also provides state vision or the auditory beacons (such as mistake, problem, ratio, amount, number etc.) of liaison centre based on real-time or historical data.Such as, vertical application can by the visual cue of routing diagram 1402 (change of color, animation, icon, flicker), auditory beacons (pipe, warn or notice) and/or homologue instruction real-time status.This mark can by self-defined to represent different states.

Assuming that visual beacon is associated with concrete color, vertical application performs color expansion and specifies to determine which kind of color the block of which routing diagram with color and will have, for notifying the user of the current monitor state of liaison centre.Based on by monitored data type, color can represent dissimilar information.In this, user interface page 1400 shows different visual option ones 405,1407, user can select this visual option with estimate liaison centre how with reference to the criterion be associated by the visual option selected carry out operational example as.In response to the activity of vertical application detection of call stream option one 407, color application is how many visual beacons to routing diagram 1402 to provide by the mutual quantity of reality of concrete node (such as sell branch node 1411) by vertical application, compares by the mutual quantity of the prediction of this node.Thisly relatively can to complete based on during this concrete interval of data of collecting in concrete interval (such as every 15 minutes) process.In this, vertical application communication utilizes statistical server 50, business process server 42 and/or database server 48 to communicate, to obtain reality and predicted data.Vertical application can compare for concrete tributary edit colors based on described.The color type used can depend on satisfied threshold value.According to an embodiment, vertical application identification is used for multiple threshold values of concrete node 1404, and the threshold value that basis is satisfied is one or more block editing color based on the color expansion rule configured.Such as, block can have in response to meeting warning threshold for providing the color warning visual (such as yellow colour coding), or has for providing the color warning visual (such as red colour coding) in response to meeting warning threshold.Such as, if the mutual actual quantity flowing through this branch exceedes the mutual pre-quantitation acted on behalf of desired by group (representing via end node 1404e) (this agency organizes the mutual of scheduled this branch of operation), color expansion regulation can make sale branch 1411 have redness.

According to another example, replace based on multiple visual cue provided alternately, average handling time can show relevant measuring as providing to acting on behalf of.In this, ad hoc logic obtains the average handling time (AHT) being used for specifically acting on behalf of group (such as organizing relevant sale branch 1411 with agency), contrast compares and measures AHT for the prediction AHT of identical group, and relatively carries out color coding to suitable node based on this.Such as, if actual average processing time close prediction average handling time, then sale branch 1411 and 1404e are encoded into yellow.If the actual average processing time exceedes prediction average handling time, then color can change over redness.In this, visual cue can be used to the branch identifying the service level not meeting restriction.But visual cue can also be provided from commercial visual angle, instead of is provided from service level visual angle.From business visual angle, because long average handling time can produce more sales opportunnities, therefore long average handling time is good concerning commercial affairs.Therefore, from commercial visual angle, although be long AHT, the color of selling branch 1411 can keep the green indicating good commercial level.

In another example, detect in response to vertical application the activity of option one 405 abandoned, vertical application by color application to routing diagram 1402 to provide about abandoning mutual actual quantity at concrete Nodes and being used for abandoning at this Nodes the visual cue how mutual pre-quantitation to compare.Such as, viridescent piece of tool can show the low abandonment rate be associated with described piece, and yellow can show medium abandonment rate, and redness can show high abandonment rate.

In the exemplary embodiment, " technology, commercial affairs, client " branch node 1413 of routing diagram is green (it is no problem to indicate about abandoned call), and " message " block 1404d has yellow with the end node 1403 be associated.Message blocks can be associated with logical routing, and this logical routing calls media server 46 to play the message that can show such as current wait time or the current fact not having proxy response to call out in business department.Caller can in response to this message abandoned call.If meet warning threshold in response to the mensuration quantity of this message abandoned call, then ad hoc logic can be configured to make message blocks have yellow.

Liaison centre staff can observe the additional information about color coding block selectively.Such as, as shown in Figure 35 A, liaison centre staff can by cursor hover on the concrete block of such as message blocks 1401.In response to detection cursor hover or time-out on concrete block, vertical application can show the ToolTips 1406 had with the described piece of additional information be associated.This information can be such as the multidate information changed based on liaison centre's performance, the calling such as received contrast abandoned call.Information can also be the mixing of static information or Static and dynamic information.According to an embodiment, ToolTips no longer suspends once cursor the little pop-up window just disappeared on block.Mode according to this, more detailed information can by only hover on block via ToolTips bubbling, and just to rapidly disappear when no longer hover is on described piece.Concrete block 1404 can also be selected to produce the new UI page providing details, allows user to drill through this details downwards.

The state of other type that can be shown by routing diagram 1402 includes, but are not limited to hot-fluid processing power, the agent availability of such as total call volume, the Liang Liang branch (or act on behalf of productive capacity), average/maximum call time, average/maximum latency, the average velocity of response, average/maximum occupancy, performance, service quality etc.Can analyze for providing any other of visual cue to measure and can be expected by embodiments of the invention.Such as, if the concrete agency's performance acted on behalf of in group of such as end node 1404e is bad, then it can be red for acting on behalf of group node.Such as, agency can have extra high average handling time, maybe can be idle in long-time period.According to an embodiment, hover can call the ToolTips 1406 of the concrete agency's (making this node have redness) of display in the end node representing agency's group.

Vertical application can select one in different colours extension rule, to determine how for color on block, thus provides suitable visual cue for user.According to an embodiment, color expansion rule only can carry out color coding to affected node, and can not by color expansion to root node.If node is the branch node of such as node 1404c and 1413, color expansion rule can carry out color coding to only affected branch (such as selling branch 1411), replaces carrying out color coding to whole node (sell, support and account nodes 1404c).Alternatively, can be color on whole node based on the color of the most difficult branch.

In another embodiment, color expansion rule can make color be expanded to root node 1404a.According to this embodiment, by the color of the color of parent node being arranged to the most difficult child node from affected node to root node repeatedly for node carries out color coding.According to an embodiment, when monitor state is the average latency, color is extended to root node.Such as, if it can be red that the average latency of selling in branch node 1411 higher than prediction, sells branch node 1411.In addition, because " time " state node 1404b enjoys the color of the most difficult branch (here for selling branch 1411), so state node 1404b is red." welcome " root node 1404a also can be red.

Except the basic building block of such as root node 1404a, state 1404b, branch node 1404c and end node 1404e, vertical application can provide the macroscopical block by the two or more basic building blocks one-tenth for representing all logical routings or a part of logical routing.Such as, " support " macroscopical block can by for representing that the different basic building blocks of logical routing form, and this logical routing acts on behalf of group by being routed to " support " alternately.The storehouse of this macroscopical block and basic building block can be provided to produce complicated logical routing for user.According to an embodiment, the color of macroscopical block can be included in the color of the most difficult node in this macroscopical block.User can by cursor hover on macroscopical block with range estimation with obtain about the data of the specific node caused caused by this macroscopical block, thus adopt this concrete color.

According to an embodiment, visual cue allows liaison centre staff to identify rapidly the region that should be noted that of liaison centre.Such as, have high abandonment rate in response to message blocks 1404d, logical routing liaison centre staff can being warned to be associated with this branch via visual cue should be noted that (such as will reconfigure or additional proxies is assigned to this branch).According to an embodiment, vertical application 52 identifies the reason of the state of display similarly by liaison centre's model, statistical study, queue system theory etc. (such as adopting Erlang A, B or C formula).

According to one aspect of the invention, vertical application 52 can be provided for the proposed projects of the problem observed.Such as, if the abandon percentage sold in branch be high, vertical application can advise making assistance agent group to combine with the branch or call out horse back being routed to voice mail.In another example, if because the hot-fluid causing the concrete branch of logical routing figure to specifically acting on behalf of group (such as agency undergoes training to process new credit card application) abnormal high call amount is red, can advise that agency is maybe focused on this to this concrete agency's group and specifically acts on behalf of group (if such as act on behalf of group to other can not cause negative effect, then act on behalf of group from this other and remove the agency being in and specifically acting on behalf of group) by the more agencies of liaison centre keeper increase.These suggestions can be implemented based on the best, historical data, liaison centre's model, queue system are theoretical etc., and vertical application is accessed for analyzing.

Figure 35 B-35C is the exemplary screen shots of the action that liaison centre staff can take in response to the medium abandonment rate described by yellow sale branch 1411 in firm sale branch 1411 and corresponding end node 1404e.In response to this visual cue, staff calls editing options 1415, the edit menu 1417 (comprise editor's route, create new route, create redaction, stop route and delete route) that editing options 1415 makes vertical application display staff obtain.Select option to set up redaction and to call " interpolation block " option one 419 (Figure 35 C) further in response to staff, vertical application makes to show the menu of the different route blocks 1421 being added to existing route figure.In shown example, staff selects the business hours of open mode block 1425 for making logical routing check configuration before routing the call to end node 1404e.According to an embodiment, the interpolation of block have activated the corresponding SCXML logic of logical routing.

The selection of " preview " option one 427 makes vertical application play the preview of the logical routing of amendment based on such as current measurements, historical metric or both combinations.Suitable visual cue is provided at preview mode, and staff can easily be determined, and whether amendment is estimated to solve current problem.If staff determines the route keeping amendment, this staff start " preservation " option one 423 with make vertical application the logical routing of amendment such as saved as before the redaction of logical routing.In this, user can input the name of logical routing.Vertical application then preserves the logical routing that is associated with the route point 1409 in mass storage device and concrete version by the date of finally editing.If current version is unsuitable, the preservation of different editions allows liaison centre to return to rapidly the logical routing of legacy version.

According to an embodiment, except activating the version of logical routing, expecting can be called the version of logical routing tested in time limit is used for shadow testing.If liaison centre needs the characteristic based on the more simultaneous different logical routing of current data, and is transformed into good implementation strategy based on this comparison, be then applicable.In this, just tested logical routing as they are the strategies activated seemingly, and produces performance data based on current mutual and state.If the strategy of concrete test provides good performance in time limit, then liaison centre can be transformed into the strategy of this test.

According to an embodiment, can be statically configured and store for the threshold value (one or more) of starting the concrete analysis of concrete visual cue such as in configuration server 41.Threshold value can also regulate via threshold value sliding part.

Figure 35 D is the screenshot capture of the current routing diagram according to an embodiment of the invention with threshold value sliding part 1429.Threshold value by threshold value sliding part 1429 is moved to another value by dynamic adjustments from a value, can dynamically estimate the effect of monitor state with the motion based on sliding part.Such as, if monitor state is the average latency, user can move sliding part to increase or to reduce average wait time threshold.Based on the adjustment of this threshold value with further based on working as pre-test statistics, vertical application revises the visual cue provided by the different masses of routing diagram.Such as, increase average wait time threshold and the more polylith of routing diagram can be made to be transformed into green, the average waiting of green instruction client is not more than the threshold wait times of setting.

Embodiments of the invention are applied to the liaison centre with a telephone wire and a logical routing and the liaison centre with multiple telephone wire and multiple logical routing.Figure 36 is the screenshot capture of the exemplary UI 1400B presented when liaison centre has many lines and multiple logical routing.According to an embodiment, contact center users can be navigated among the logical routing of different circuit 1422 by the thumbnail 1420 calling different logical routing.

Therefore, one or more embodiment of the present invention is such as by being shown as liaison centre's logical routing by the general view of the interactive stream of liaison centre as liaison centre keeper provides experience directly perceived, configure to help liaison centre keeper (again) and monitoring liaison centre, and do not need high-caliber IT personnel or obtain the knowledge that the best for call center operator or foundation implements in advance on a large scale.

C. there is triangle visual report control panel UI

Hereinafter, report control panel UI 1600 is described in detail with reference to Figure 37 A-39.Report control panel UI can be called by selecting from master control board 1002 report window 1008.According to an embodiment, master control board is selected to call the report control panel UI script presenting the UI page of report control panel UI of vertical application 52.Such as, main report control panel UI can be presented.

Figure 37 A-38 is the screenshot capture of the main report control panel UI according to one or more embodiment.Comprise report display window 1602A with reference to Figure 37 A, main report control panel UI 1600A, report display window 1602A comprises report control 1604A and time control 1606.According to an embodiment, 1602A is corresponding with space 602 of reporting for report display window, and space 602 of reporting is illustrated in Reports Administration option 206.Here, report that display window 1602A is with the identical layout of the report control 604 with space of reporting with configure to show and report control 1604A.

Similar to above-described report control 604, the report control 1604A in report display window 1602A is configured to communication centre be measured reality and effectively communicate to liaison centre staff.As mentioned above, call center measures any applicable measuring that can be relevant with liaison centre, and measures and can be shown by comprising the different modes such as chart, figure, icon, color warning, text segment.

Time control 1606 comprises for changing the option relevant with the time period of the data of display.Such as, time control 1606 can comprise sky, week, the moon, year and calendar option.The data be just displayed in report control 1606 are changed according to the selection of in these options of embodiment.Such as, select all options can change the display of available window, to show the data about the calling received within current week, replace the calling received from midnight.The calendar option of select time control 1606 can allow shown data relevant to historical time section.Such as, sky or date range can be selected and be presented at the data reported in control 1604a can change corresponding to the concrete sky selected or date.

In Figure 37 A, report control is illustrated and comprises available functionality controls, call volume control and turnout control.Certainly, those skilled in the art will recognize that report display window is not limited to the report control of these types.Such as, Figure 37 B-37D display comprises the screenshot capture of the main report control panel 1600B of report control 1604B, and report control 1604B has the Health survey instrument 1650 be presented in report display window 1602B.

Health survey instrument 1650 be provided for by actual for the holistic health of liaison centre with effectively communicate to the report visualization tool of liaison centre staff.According to an embodiment, Health survey instrument 1650 shows the mutual relationship that multiple liaison centre measures, to show the holistic health of liaison centre.In the embodiment of Figure 37 B-D, Health survey instrument 1650 is rendered as triangle, but, those skilled in the art will recognize that the feature of Health survey instrument 1650 can extend to other shape and other geometric object.

According to an embodiment, Health survey instrument 1650 shows the holistic health of liaison centre by the display mutual relationship measured of multiple (such as three) liaison centre and state.In the present embodiment, liaison centre measures to comprise and acts on behalf of quantity, calling rate and call time.As mentioned above, the Health survey instrument 1650 of the present embodiment is realized by triangle.Here, liaison centre measure in each be shown as vertex of a triangle.

According to an embodiment, the health whether Health survey instrument 1650 shows liaison centre by showing rapidly associated health index (or measuring) in acceptable boundary.Health survey instrument 1650 can show associated health index whether in acceptable boundary via two triangles 1660 and 1662.First triangle 1660 can have reservation shape and can show the boundary of health (normally) liaison centre.Second triangle 1662 can regulate its shape continuously according to the real-time status of liaison centre.

Leg-of-mutton point can be associated with the icon relating to health indicator.Icon can be presented so that liaison centre staff can distinguish rapidly multiple health indicator.Real time data can unsoundness index; Such as can show and act on behalf of quantitative value, calling rate value and call duration value.Report display 1652 can be contained in report control 1604B.The display that report display 1652 can provide relevant liaison centre to measure.

According to an embodiment, the boundary of the first triangle 1660 is defined according to the healthy formula of liaison centre.Such as, the first leg-of-mutton boundary can according to Erlang C equations, this comprise as variable calling rate, call duration, act on behalf of quantity.According to an embodiment, the healthy formula of liaison centre is configured to the constant (or constant range) representing healthy liaison centre.Can implement to be derived according to the healthy formula of liaison centre and one or more historical information, call center's configuration, call center resource and industry the best for the first leg-of-mutton boundary.

According to an embodiment, the second triangle 1662 regulates to correspond to real-time liaison centre health indicator continuously.Such as, when acting on behalf of quantity and increasing, and act on behalf of the leg-of-mutton leg that quantity is associated and can extend.As mentioned above, liaison centre's health indicator can be mutually relevant.Therefore, in one embodiment, the shape adjustment of the second triangle 1662 is to show to interdepend.Such as, when acting on behalf of quantity and increasing, the leg that quantity is acted on behalf of in instruction can increase, and this can also affect the leg of indicating call duration.Such as, when act on behalf of can spend more time (such as attempt add sale) for client time, call duration leg can increase.

Can by comparing the health of the first triangle 1660 and the second triangle 1662 rapid display liaison centre.According to an embodiment, the difference between two triangles is larger, and liaison centre is more bad or more unhealthy.Here, the healthy liaison centre of optimum operation can be represented by the first triangle 1660 and the second triangle 1662 overlap.In this case, because all agencies are just being used effectively and just processed in time alternately, liaison centre is by valid function.

When the first triangle 1660 and the second triangle 1662 do not have overlap, this can indicate liaison centre not to be in optimum operation; But this may not represent that liaison centre is unsound.Such as, as shown in Figure 37 B, act on behalf of quantity and can exceed operating call number.Here, when liaison centre may not be optimum operation (such as act on behalf of utilize below the mark), service level or efficiency can in tolerance intervals.In this case, the second triangle 1662 can be expressed as the deviation with the first triangle 1660, thus shows poor efficiency or the low-level of service; But Health survey instrument 1650 can show that this is not subject matter further.In one embodiment, when liaison centre is with acceptable poor efficiency or acceptable low service level, Health survey instrument 1650 can be that the second triangle 1650 carries out color coding in order to instruction.

But, when liaison centre is with non-optimal conditions operation and when being in outside acceptable opereating specification, second triangle 1662 can be expressed as departing from from the shape of the first triangle 1660, and Health survey instrument 1650 can provide another indicator to warn liaison centre staff unhealthy condition.In one embodiment, Health survey instrument 1650 to show the second triangle 1662 with the contrary color of the first triangle 1660, in order to indicate unsound liaison centre.

According to an embodiment, main report control panel UI 1600B can comprise state alarms 1604B to provide the further information of the health about liaison centre.Such as, as shown in Figure 37 C, when Health survey instrument 1650 shows that liaison centre is unsound, state alarms 1604B can be presented to indicate liaison centre to be unsound further.According to an embodiment, state alarms 1604 shows the similar root of (such as via word) liaison centre health problem.Described root can be determined according to the healthy formula (such as Erlang formula) in call center, the enforcement of call center's history, call center resource, industry the best or its combination.

When liaison centre is unsound, liaison centre staff can wish the basic reason of Correction Problems.But as mentioned above, liaison centre's parameter is mutually relevant, and therefore may there be many methods to describe liaison centre's problem.In addition, the diverse ways of correction can be actual, effective, expensive or practical more or less for execution.In addition, due to the complicacy of liaison centre, it can not be intuitively to contact care workers, and liaison centre staff is assigned with to perform what the similar effect changing concrete change may be.Therefore, it is desirable to have for simulating to the change of liaison centre with the means of development strategy, thus improve the health of liaison centre.

According to the embodiment of Figure 37 D, main report control panel UI 1600B comprises simulation model option one 654.When liaison centre staff selects simulate options 1654, main report control panel UI 1600B can perform simulation model, and provides Health survey instrument 1650 and the tool parameter bar 1656 of simulation.According to an embodiment, simulation model can make the parameter of liaison centre staff modelling to liaison centre cause the effect of change.Such as, liaison centre staff can operation parameter tool bar 1656 to see whether Neng Shi liaison centre turns back to health and optimal operational condition to the more agencies of interpolation.

Once liaison centre staff determines according to behavior plan, to describe liaison centre's health problem, liaison centre staff can utilize liaison centre's control panel plan of performing an action of the embodiment of the present invention.

Figure 61 reports the control panel UI screenshot capture of 1600C in accordance with another embodiment of the present invention.Labour's operation report control panel user interface of liaison centre such as can be used for by inside manager management on daytime.According to this embodiment, the performance scope 1650a similar with the Health survey instrument 1650 of Figure 37 B-37D is provided for and contrasts actual liaison centre and measure to show and to predict or predetermined liaison centre measures.Reference measures can be for such as act on behalf of quantity or take 1700, those reference measures of the manpower management of calling rate or interactive quantity 1702 and average handling time (AHT) 1704.Other is measured and jointly can also be shown or be separated from the exemplary metric (such as abandonment rate, occupancy, mean holding time etc.) shown in Figure 61.

According to an embodiment, performance scope 1650A measures via two-dimentional benchmark triangle 1660A with as the current measurements display prediction of two-dimentional current triangle 1662A and the liaison centre of predetermined (being jointly called as " prediction " or " expection ").Triangle can upgrade according to cycle basis (such as every 15 minutes).Manifest wherein in the embodiment measured more than three at every turn, performance scope 1650A can utilize other geometric configuration of such as quadrant (measuring for visual 4), pentalpha (measuring for visual 5) etc. allow this measure visual.

According to an embodiment, benchmark triangle 1660A is standardized into common yardstick and is shown as equilateral triangle.According to this embodiment, benchmark triangle does not change in shape, and no matter basic forecast is measured can be what.In addition, in certain embodiments, benchmark triangle 1660A can be color-coded to describe the type of prediction for generation of benchmark triangle 1660A.Such as, if undermanned in the concrete time period in plan/pre-survey station prediction liaison centre, benchmark triangle can be shown as concrete color (such as yellow) to notify the inside manager on daytime of this fact in this time cycle.Therefore, if cause KPI not meet in this time course owing to such as replying the delay of inbound call, this can not exceed the unexpected of manager.

According to an embodiment, replace single benchmark triangle 1660A, other benchmark triangle two or more can also be shown.Such as, if the measurement of prediction is provided as the scope of the value replacing single discrete value, lower limit benchmark triangle 1660B and upper limit benchmark triangle 1660C can be shown.Such as, if 40 to 50 callings are predicted for the concrete time interval, interactive quantity point 1702 can reflect 40 callings for lower limit benchmark triangle 1660B, and for leg-of-mutton 50 callings of upper limit benchmark.Except interpolation lower limit and upper limit reference triangle, benchmark triangle 1660A can also be illustrated as such as averaged lower bound and the upper limit.

According to an embodiment, current triangle 1662A is also standardized into the common yardstick used by benchmark triangle, and covers on the leg-of-mutton top of benchmark.Current triangle shape changes based on actual measurement, and actual measurement is collected by such as statistical server 50.This measurement can upgrade for such as every 15 minutes.According to an embodiment, the leg-of-mutton display of benchmark keeps constant, and the display of current triangle is based on the measurement updaue upgraded, for the change of indication example as the deviation between benchmark triangle and current triangle.When departing from from prediction measurement when pre-test, current triangle 1662A departs from from benchmark triangle.Rapid view when user wherein can be departed from by covering two triangles.The visual of deviation can also warn user or not to meet KPIs.Such as, act on behalf of quantity if current and be less than and default act on behalf of quantity, then call number is greater than the call number of prediction, and/or AHT is higher than the AHT of prediction, and the deviation in the current triangle caused should notify that rapidly user does not meet KPIs.Then, display warning is to point out keeper to take action.According to an embodiment, by report control panel user interface 1600C warning 1706, show which kind of deviation occurs, and measure for which.List in order to revise the difference possibility option of deviation can via advising that window (not shown) be proposed together with the estimation benefit of application of option.When calling rate is high and does not have more available agent, possible option can enable the technical ability (such as have multiple or intersect the agency of technical ability) of particular agent, make those agencies can be used for now process high call amount, outbound proxy is forwarded to process inbound call and/or by call redirection to other associating liaison centre.Another option can be regulate logical routing the calling of higher number percent to be sent to interactive media response (IMR) server, and this IMR server such as comprises interactive voice response system (IVR).Notice can send to agency to shorten their calling by another option, and cancels cross-selling/additional suggestion of selling.

According to an embodiment, study module can be called with from past successful history and suggestion correction activity learning.Study module can be configured to not only based on historical knowledge suggestion activity, and pays the utmost attention to/arrange the activity for user.The right of priority being assigned to suggestion activity can based on the successful correction past in past for this concrete liaison centre and/or the similar deviation of exact date and time, or based on the historical knowledge of other liaison centre.

The particular type of deviation can notify rapidly that user meets or even more than KPI.Such as, if current agent quantity is greater than to preset act on behalf of quantity, call number is less than predictive call number of times, and/or average handling time is lower than the average handling time of prediction, and this thing happens in meeting.Therefore, according to the KPI relating to the concrete experience of client, not all deviation is bad, and therefore the situation of these types may not need warning.But, for there is the liaison centre of low occupancy or to act on behalf of manning be too much worthless from the visual angle of liaison centre, cause low KPI from the visual angle of liaison centre.Therefore, even if when exceeding client KPI, applicable is to provide suggestion liaison centre to be taken to the state more balanced.Such as, consider actual act on behalf of in quantity the multiple skill of particular agent may be made to stop using about the suggestion of excess capacity, take particular agent process indoor service or other task, prompting agency carries out more cross-sellings or adds selling in active calls process, and/or similar things.

Except triangle, particular key performance index (KPI) can also be shown such as service level.In an example, the service level of calling meeting 80% be served in 20 seconds, abandonment rate is less than 5% or take and be greater than 80%.The calling number percent meeting service level can be shown as the bar in such as region 1708 together with other liaison centre's data.

Figure 62 A is the schematic diagram according to an embodiment of the invention for generation of benchmark triangle or actual leg-of-mutton three-dimensional chart.Three-dimensional chart comprises three axis making to act on behalf of the placed in the middle and vertical mode orientation of axis 2000.Interactive quantity (IV) axis 2002 and average handling time axis 2004 are given prominence to away from acting on behalf of axis 2000 with equal angular.According to an embodiment, axis is nonlinear.Point is placed on each axis based on prediction or calculated value.In shown example, agency 2006, IV 2008 and AHT 2010 are worth to be presented at respectively and act on behalf of on axis 2000, IV axis 2002 and AHT axis.Service level 2012 can also be calculated as the function of agency, IV and AHT, and is displayed on chart.

Figure 62 B is the schematic diagram of the triangle 2100 produced according to the three-dimensional chart of Figure 62 A.Triangle 2100 can be benchmark triangle or actual triangle.In the triangle produced, three axis of three-dimensional chart are removed, and act on behalf of, IV and AHT value is connected to form leg-of-mutton leg.

Figure 63 is for monitoring and catching how relative liaison centre is has predicted and the screenshot capture of monitoring UI of predetermined execution.According to an embodiment, monitoring UI is by periodically (such as every 15 minutes) renewal.According to an embodiment, practical manifestation data, and to be predicted by visualize via the actual triangle 1662A of Figure 61/predicted data via benchmark triangle 1660A by visualize.

In an example, monitor UI and show actual IV 1900A according to prediction IV 1900B; Actual average processing time 1902A is shown according to prediction AHT 1902B; Actual coverage rate (agency) 1904A is shown with according to predetermined coverage rate 1904B.Monitoring UI can also show dissimilar KPI, such as, according to the active service level percentage 1906A for real-time, interactive of prediction service level number percent 1906B display; With the non real-time mutual actual delay service level number percent 1908A shown according to prediction lag service level number percent 1908B for such as Email.The actual average speed of response 1910A can also contrast average velocity response 1910 display of prediction.

Different predicted value can be calculated according to the algorithm known of such as Erlang A, B or C formula.

According to an embodiment, actual and prediction agency, IV and AHT data are used for producing actual triangle 1662A and benchmark triangle 1660A respectively.

Referring now to Figure 38, the information except being initially presented at the information in report display window 1602 can be showed to liaison centre staff via report control panel.Such as, relevant with specifically reporting control 1604 additional information can be displayed in pop-up window (or ToolTips) 1610.Detailed report can also be produced.

Figure 39 is the screenshot capture of the detailed report control panel UI1620 according to an embodiment.Can from report control panel UI1600 such as by selecting the concrete report control 1604 being used for display in detail to call detailed report control panel UI1620.In one embodiment, the detailed report script of vertical application 52 presents detailed report control panel UI1620.

According to an embodiment, detailed report control panel UI 1620 shows the details relevant with specifically reporting (information such as except reporting the information that shows in control 1604).Detailed report control panel UI 1620 can comprise display and the detailed report window 1621 specifically reporting relevant details.Detailed report window 1621 can via including but not limited to any applicable display mode display such as chart, figure, icon, list, literal field, color coding, trend information.

Detailed report control panel UI 1620 can be configured to each (but being not limited to this) display information relevant with a detailed report.Can report control panel 1600 be returned by such as navigation or select subsidiary details report by selecting from detailed report menu 1622 another to report.

Section correlation time be presented in detailed report can change via time control 1626.

D. agentbased control plate UI

Hereinafter, with reference to Fig. 40 – 50, the agentbased control plate UI 1800 according to the one or more embodiment of the present invention is described.Fig. 40 – 50 is screenshot captures of the agentbased control plate according to an embodiment.According to an aspect of the present invention, the agency of liaison centre can perform their responsibility via agentbased control plate UI and and monitor their performance.According to an embodiment, agentbased control plate UI can be presented by vertical application 52.

Figure 40 A is the screenshot capture of the agentbased control plate UI 1800 according to an embodiment.The agentbased control plate UI 1800 of Figure 40 A is the work space of the agency for liaison centre.Agency's execution in liaison centre includes but not limited to the various tasks of process interface (such as receive or produce customer initiated call or participate in chat sessions), rear work and background technology work alternately.According to an embodiment, agentbased control plate is provided for the work space acted on behalf of to perform the state (or healthy) of the task of distributing to them, the performance monitoring them and monitoring liaison centre.

Agentbased control plate UI 1800 can comprise and logins menu 1802.Particular user name and password can be distributed to each agency of liaison centre.Such as login menu 1802 by utilizing, concrete agency can login their account to provide the agentbased control plate of their personalization.According to an embodiment, the keeper of liaison centre can perhaps can for the feature of the agency of liaison centre by access control.Therefore, can be changed according to difference agency by the feature that the agentbased control plate of their personalization is available to concrete agency.Proxy access, permit, to arrange etc. and can control via agentbased control plate UI 1200.Agency can watch its time of logining via display 1822.

According to an embodiment, agentbased control plate UI 1800 is parts of large-scale integrated liaison centre controlling and management.Therefore, when agency interacts with liaison centre via agentbased control plate UI 1800, the activity of agency and state are fed back in large-scale integrated system for using when such as implementing logical routing and monitoring liaison centre.In one embodiment, vertical application 52 monitor agent mutual and movable, such as, to determine whether agency can be used for receiving mutual (such as calling out).

In the embodiment of Figure 40 A, agency can set its state energetically via state menu 1820.When acting on behalf of selection mode menu 1820, drop-down menu can be shown lists multiple predetermined state (such as ready, not ready, do not disturb, call out rear work, training, lunch, rest, seek advice from, leave worktable etc.).State menu 1820 can comprise (such as initially comprising) default conditions indicator (can be implement to identify by industry the best those).According to an embodiment, liaison centre staff can add User Status indicator and remove User Status indicator for passing through agent selection to state menu 1820 or from state menu 1820.Positioning indicator can be color-coded to help selection and in a view status recognition rapidly.

According to an embodiment, used by liaison centre by agent selection state via state menu 1820, mutual with route, for monitoring with for generation of report.

When first agency logs in, state can be defaulted as " not ready ".In this, liaison centre's logic can recognize agent logs (such as its proxy number), and can not will be routed to agency alternately.When acting on behalf of ready receipt of call, its state can change over " ready " via state menu 1820 by agency.This state is by liaison centre's logistic discrimination, and the existing logical routing according to configuration will be routed to agency alternately.

Agent Status can be used to performance evaluation and monitoring.Such as, spent the time worked after the call by analysis agent, Supt. can determine the work efficiency acted on behalf of.

According to an embodiment, Agent Status automatically changes based on agent activities.Such as, when the call is ended, Agent Status works after automatically can forwarding calling to.

Agency can also by selecting suitable state manually to select his or her state, as shown in Figure 40 B from state menu 613.State can also be set for the particular type of the interactive channel of such as voice-grade channel 615.Other interactive media except voice-grade channel (such as Email, chat, etc.) can also show together with agent state information.

According to an embodiment, agentbased control plate UI comprises report panel 1804 and phone face plate 1806.Report panel 1804 can show with liaison centre and act on behalf of relevant various reports.These reports can be measured via any applicable information display methods (such as chart, table, figure etc.) display liaison centre and/or agency, to allow the reality of the performance acting on behalf of (or acting on behalf of group) and effectively to communicate, and/or liaison centre is to the state (or healthy) of agency.

According to an embodiment, report panel 1804 can show the report of the report of agent call activity and/or the call state of liaison centre in section correlation time, in the agent call processing time.

The report of agent call activity can be included in the type of call of process and the display of quantity and average call per hour in section correlation time.This information can utilize segmentation circular diagram to show, and this segmentation circular diagram comprises the color coding section of the ratio particular type (such as inbound, departures, switching etc.) of indicating call.The list of every type call number can be associated with icon, and for distinguishing type of call (such as allowing the quick understanding reported) visually, and call number can be displayed on the center of segmentation circular diagram.Correlation time, section can be working day (such as from the morning 8:00).

Report for the agent call processing time can comprise the display of average call duration, and shows the time scale that agency is in predetermined state (such as talk, pretend, ready, maintenance etc.).The average call processing time can be act on behalf of mean time area of a room when spending in calling (or other type of interaction any).Average handling time can be shown as minute and the numerical monitor of second, and can be used to predetermined amount of time (such as working day, week etc.).The ratio spending in the time in predetermined state can utilize segmentation circular diagram to show, and this segmentation circular diagram comprises instruction cost time percentile color coding section in each state also can with the numerical monitor of these number percents.

Calling (or mutual) in queue report can comprise the display of quantity and the state of calling out in queue, and the maximum and average stand-by period of calling out in queue.Calling in queue can correspond to whole liaison centre, call center line (or circuit), act on behalf of group (or group) or agency, but be not limited to this.

In the exemplary embodiment of Figure 40 A, the calling in queue is used for whole liaison centre.Here, the proportion of calls under predetermined state in queue can show via segmentation circular diagram, and segmentation circular diagram comprises the color coding section of the calling ratio in indicating predetermined state.The list of the call number of often kind of state can be associated with the icon distinguishing call state for vision (such as allowing the quick understanding reported), and in queue, calling sum may be displayed on the center of segmentation circular diagram.According to an embodiment, the calling in queue report relates to the real-time status of liaison centre.

Relevant with report control panel UI as mentioned above, except being initially presented at the information in report, more information can pass through proxy access.Such as, agency can specifically report or click report to receive and to report relevant additional information by hover.

When describing report panel 1804 with reference to illustrative report, the present invention is not limited to this.Such as, report can be flashed, standard or order, or report can according to agency group and account's circuit filter, replace by agency and liaison centre filter (or except by act on behalf of and liaison centre filtration except).According to an embodiment, indicator (such as color coding or warning) can be shown with the holistic health at indicating call center, or prompting (or instruction) can be displayed to the agency performed poor.Those skilled in the art will recognize that any applicable report can via any suitable method display.As mentioned above, the one side of the embodiment of report panel will provide agency's feedback, and therefore they easily can understand (with potential, improvement) their performance and the health of liaison centre.

Embodiments of the invention provide the report and introduction thereof of acting on behalf of self-defined observation.Thisly self-definedly can be saved and to call.Such as, self-defined agentbased control plate UI 1800 can present via logining when menu 1802 logs in agency.

According to an embodiment, phone face plate 1806 comprises the information about calling recently (or mutual).Phone face plate 1806 can comprise multiple nearest calling block 1808, and each calling block shows the information be associated with the concrete calling by agent processes.Nearest calling block 1808 can show call identification information (such as quantity, name, date and time), calling summary (such as acting on behalf of group/circuit/account to be correlated with and call subject) and calling and arrange (or result) (such as resolve, transfer or callback).According to an embodiment, calling deployment indicator carries out color coding by type of arrangement, for arranging that easily communication is to agency.

Additional information about calling can access by selecting the concrete block 1808 of calling recently or input.Such as, in Figure 40 A, when selecting during (such as by by cursor hover on nearest calling block 1808) concrete block 1808 of calling recently, calling pop-up window 1810 recently can be presented.According to an embodiment, act on behalf of and input (with associating) information about previous calls via calling out pop-up window 1810 recently.Such as, agency can the result of (via drop-down menu) incoming call and layout.Agency can via calling out pop-up window 1810 callback recently and calling out the people be associated recently.

Agentbased control plate UI 1800 can comprise Phone Controls 1812.Phone Controls 1812 can comprise and searches field 1814, dial (of a telephone) 1816 and address book 1818, but is not limited to this.Agency can use Phone Controls 1812 there is call (or starting mutual on the contrary).According to an embodiment, when agency guides with during via Phone Controls 1812 bid, vertical application 52 can (such as conventional landline telephones (land-line phone) or any device that other is applicable to perform calling via soft phone (such as voice-over IP call), rigid phone.Phone (or mutual) can directed any contact person such as external relation people (such as user or client), liaison centre staff (such as agency or Supt.), skill group, account's circuit or any people that other can be got in touch with, group, entity etc.

With reference to Figure 41, agency can search for via searching field 1814 or directly mutual contact person is wanted in input.According to an embodiment, search the text event detection field that field 1814 is provided for acting on behalf of.Search field and can perform automatic filling (or suggestion) function.Such as, when user begins typing, search field 1814 and can call suggestion pop-up window 1830 for showing the contact person relevant with the character of input.Can be used for searching for and be presented at contact person in suggestion pop-up window 1830 and can obtain from the address book preserved.Address book can comprise such as client, client or act on behalf of the external relation people of other outside individuality or the mechanism that can get in touch with in interacting activity.Address book can also comprise such as act on behalf of, the internal connection people of queue or skill group.

Agency can via the result of filter menu 1834 filtered search.Filter menu 1834 can be drop-down menu, and may be used for by contact type (such as people, technical ability, queue etc.) restriction result.

Agency can start to call out (or other is mutual) via suggestion pop-up window 1830.Such as, agency can select the call button 1832 be associated with concrete contact person to start to call out.According to an embodiment, agency can input particular telephone number (or identification number, account number or extension) and call out (or other is mutual) for starting.In the agentbased control plate UI 1800 of the present embodiment, agency can select dial (of a telephone) menu 1816 from Phone Controls 1812, to input specific quantity.With reference to Figure 42, when agent selection dial (of a telephone) menu 1816, dial (of a telephone) 1836 is present in agentbased control plate UI 1800.Agency can input quantity via dial (of a telephone) 1836.

Agency can start to call out (or other is mutual) via address book.With reference to the embodiment of Figure 40 A, agency can select address book 1818 from Phone Controls 1812.According to an embodiment, address book is selected to present the pop screen listing the whole available contact be kept in address book; These contact persons can correspond to addressable contact person via searching field 1814.

According to an embodiment, Phone Controls 1812 can be used by the agency in broadcast activity.

Referring to Figure 43, agentbased control UI control panel 1800 can comprise Call-Control1 control 1840.Agency can use Call-Control1 control 1840 to perform and to activate the task of calling out (or other is mutual) and being associated.Such as, this agency can reply via Call-Control1 control 1840, transfer and monitoring calling.According to an embodiment, Call-Control1 control 1840 is positioned at bottom of screen.

In the process of operation liaison centre, alternative events (such as calling out) are routed to concrete agency according to the logical routing of liaison centre.When concrete calling be routed to specifically act on behalf of time, agentbased control UI control panel 1800 can call information in display call information field 1842.According to an embodiment, call information field 1842 can show queuing message (position in such as queue), call information (such as name and quantity) and call information (such as interconnector, act on behalf of group, call subject etc.).Call information field 1842 can make agency understand rapidly the relevant information relating to calling.Call-Control1 control 1840 can also be provided for the warning of inwardly calling; Such as, call out control 1840 and can show different colours to warn this agency visually.

According to an embodiment, agency can select answering call by selecting answering call option one 844 or refuse to call out by selecting refusal call option 1846 to select.But embodiments of the invention are not limited to this; Such as, in certain embodiments, agency may not have the option of refusal calling.According to an embodiment, answering call option one 844 frequently can be selected option, and has obviously larger contact area compared with refusal call option 1846, thus provides easier selection.

Agency can via link 1848 access or input about calling details.Such as, by selecting link 1848, another window can be presented for showing the detailed call history be associated with contact person, and contact person provides information, agency's annotation and/or other relevant information any.Agency can input and preserve information about contact person via link 1848.Such as, window can be presented for acting on behalf of input annotation or filling up a form.According to an embodiment, link 1848 can be selected before answering a call.

Call-Control1 control 1840 can change according to the state of calling (or amendment).Such as, in the embodiment of Figure 44, calling is activated (such as replying), and calls out control 1840 display call information field 1842, Call-Control1 field 1850 and call option field 1852 this moment.Here, call information field 1842 shows that calling through display is different from color when calling is introduced into and is activated.

Call-Control1 field 1850 comprises the option for the treatment of calling.Such as Call-Control1 field 1850 can comprise and keep option, consulting option, call diversion option and terminated call option, but is not limited to this.Call option field 1852 comprises other call option.Such as, call option field 1852 can comprise mute option, volume option and Keyboard options, but is not limited to this.According to an embodiment, the selection of option is attended by the visible instruction of option selection.

Agency can watch and/or incoming call information via pop-up window 1854.Such as, when acting on behalf of selective call information field 1842, pop-up window 1854 can be presented to show or receive to call out relevant information with activation.In one embodiment, pop-up window 1854 shows reason, case number, priority level and the calling initial point called out, and has the field being used to indicate calling result (one or more) and call state (or layout).

Referring now to Figure 45, calling is in terminated call state, and calls out the change that control 1840 has changed to reflect call state.Here, the color of call information field 1842 is changed (embodiments of the invention are not limited to this) with the option that can be used for Call-Control1 field 1850.According to an embodiment, when the call is ended, for agency's performance pop-up window 1856 is for incoming call information.Such as, agency can incoming call reason, case recognizer, priority level, calling initial point, calling result and call state.One or more fields of call information can pass through vertical application 52 automatic filling.The information of preserving via pop-up window 1856 can corresponding to the information that can be used in phone face plate 1806.

In the process of process mutual (such as phone), agency can wish that switching is mutual, carries out seeking advice from or starting meeting.Agentbased control plate UI 1800 according to an embodiment allows these features.

With reference to Figure 46, calling is in state of activation and agency selects consulting option from Call-Control1 field 1850.In the present embodiment, when seeking advice from option and being selected, consulting pop-up window 1858 (such as by vertical application 52) is presented.Consulting pop-up window is provided for relayed call, seeks advice from another option acted on behalf of or carry out meeting.

According to an embodiment, switching relates to the switching of calling to another agency.The calling of switching can no longer by switching agent processes (but calling can return).Switching can be or consulting after.That is, receive that the personnel of relayed call can know or do not know calling just by switching to them.Agency can receive the message of instruction successful handover.

According to an embodiment, consulting is the calling between agency and another individuality (such as another agency), and wherein contact person (such as client) is in maintenance.Agency can use consulting feature, such as, to warn another agency of introducing switching or to consult on.According to an embodiment, Conference Calling, more than the calling between two personnel, such as to be acted on behalf of, contact person and other individuality (such as another agency).

Agency can input via link 1860 or inspect call information.According to an embodiment, link 1860 is selected to present pop-up window for watching or incoming call information.Call information can such as be used by the new agency receiving relayed call, or shares information in the process of consulting.

For selecting other individual or entity of switching, consulting or meeting, consulting pop-up window 1858 can comprise contact person's input and search feature.According to an embodiment, contact person input with search feature can with the mode similar to Phone Controls 1812 perform.Once contact person is selected, agency can select to select between switching, consulting or meeting from consulting Control-Menu 1862.

Figure 47 is the embodiment of the user board UI 1800 according to an embodiment, and the state of wherein calling out is " just in session ".Here, Call-Control1 control 1840 has changed to show the information about this meeting.Such as, the Call-Control1 control 1840 of the present embodiment shows contact information field 1842A and consultant's information field 1842B.Contact information field 1842A shows the information about individuality, and this individuality has just by the contact thing of agent processes, and consultant's information field 1842B shows the third-party information be brought in meeting.In the present embodiment, contact information field 1842A and consultant's information field 1842B is shown when activating.Here, it represents all current participation of all sides in a meeting.According to an embodiment, if contact information field 1842A represents in hold mode, during this agency of instruction is in and seeks advice from the individual of consultant by this.

Contact information field 1842A can show the mutual duration.Consultant's information field 1842B can show the duration of consulting.

According to an embodiment, agency can process multiple mutual (such as calling out).Such as, act on behalf of the previous calls (such as arriving ivr menu or another agency) that expection of can transferring returns, agency positive treatment can call out the calling that also can have in queue.In the embodiment shown in Figure 48, agentbased control plate UI 1800 can control alternately multiple via calling control 1840.

The calling control 1840 of Figure 48 shows multiple calling block 1864.Each calling block can comprise call information field 1842 and Call-Control1 field 1850.User can control via Call-Control1 control 1840 and mutual with multiple calling.According to an embodiment, the control field 1850 only activating calling is activated for passing through agent selection.

When performing the task of distributing, agency can require to access other application.According to an embodiment, agentbased control plate UI 1800 is that applicable (or response) is can show different screen areas.When still having the access to agentbased control plate UI 1800, this feature can make agency watch and access other application.

With reference to the embodiment of Figure 49 and 50, agentbased control plate UI 1800 is illustrated with the window reduced, thus reserves available screen space alternately for what apply for other.According to an embodiment, agentbased control plate UI 1800 is in response to screen space; Such as, agentbased control plate UI 1800 also still suitably can be allowed by agent monitors and control by various convergent-divergent.

In one embodiment, control panel window 1870 adjoins with assistant window 1876.Control panel window 1870 shows content described in agentbased control plate UI 1800, and assistant window 1876 is provided for the screen space of Another application program.According to an embodiment, control panel window 1870 is configured to always on top.

Control panel window can comprise main window 1872 and locking window 1874.According to an embodiment, main window display report panel 1804 and phone face plate 1806.As mentioned above, agentbased control plate UI responds.Therefore, display is reconfigured to hold available screen space.Such as, agentbased control plate can allow volume screen can watch all features.

In one embodiment, report panel 1804 and phone face plate 1806 scaled and reconfigure, make in panel one observedly within a certain period of time (can such as observe it overall.Here, agency can roll up screen up or down to watch other panel.

According to an embodiment, locking window 1874 comprises the controller in the appropriate location be locked in agentbased control control panel UI 1800.Such as, Phone Controls 1812 can be fixed on the top of control panel window 1870.Here, the volume screen of main window can not change the display of locking window 1874.According to an embodiment, multiple locking window 1874 can be displayed in control panel window 1870.Such as, Call-Control1 control 1840 can be locked into the bottom of control panel window 1870.

Therefore, the embodiment of agentbased control plate UI 1800 highly to may have access to and simple and clear mode shows agency measures and liaison centre controls, with allow liaison centre's task intuitively and effective self-monitoring and execution.

Therefore, the control panel UI (comprising agentbased control plate UI, route test plate UI, route test plate UI and agentbased control control panel UI) of embodiments of the invention provides effective and means intuitively, for configuration, monitoring and management liaison centre.

E. pervasive control panel

According to one embodiment of present invention, each agency or Supt.'s (being referred to as agency) can have pervasive control panel, and pervasive control panel is organized and dissimilarly to be measured by agency is required when performing its responsibility in unique user interface.Measuring can be have the disparate of separate sources measure and can provide the dissimilar information relevant with liaison centre.Usually can provide this via different UI to measure.According to embodiments of the invention, agency need not be switched to another user interface to watch dissimilar measuring from a user interface.As an alternative, provide this via the difference display control on single pervasive control panel to measure.

Figure 64 is the screenshot capture of the UI providing pervasive control panel 2200 according to an embodiment of the invention.According to an embodiment, can access on a wide area network and display control board 2200 via web browser.The guide look view that control panel 2200 provides the real-time liaison centre provided by statistical server 50 to measure/add up.Although liaison centre measures/adds up and is used as a kind of example in real time, those skilled in the art will recognize that the data of other type or function can be provided by pervasive control panel.

According to an embodiment, difference is added up/is measured to be organized into and one or morely minimizes control 2202a-2202h by pervasive control panel 2200.According to an embodiment, minimize control display by additionally by the statistics called independent user-interface application program and provide.Control can also be maximized to show not by minimizing the details of other type shown in control.

According to an embodiment, the widgets that user can require as it as many, and can be organized with according to appearing in any position of control panel required by user by control.In this, user can move any control to any position on control panel by only clicking and pulling control to appropriate location.This has more dirigibility than some standard control panels, although those standard control panels can show dissimilar measuring, measures the predetermined window appearing in the pre-position being arranged in control panel.

The display type that each shows with such as list, annular shows and KPI shows minimized in control is associated.In the example of Figure 64, control 2202a-2202d is to provide the list control of list display.List control is that multiple object shows a statistics.Such as, list control 2202a provides " login time " to add up 2206a; List control 2202b provides " high-quality call answering time (being less than 15s) " adds up 2206b; List control 2202c provides, and " calling departures " add up 2206c; And list control 2202d provides " email response time " to add up.Those statistics referents are particular agent object 2208a-2208d.

Control 2202g is to provide the annular control of annular display.The display of annular control is used for a statistics of three objects.Annular control 2202g acts on behalf of group objects 2207a-2207c for difference provides " Call Waiting " to add up 2205.

Control 2202e, 2202f and 2202h are to provide the control of KPI display.The display of KPI control is used for multiple statistics of single object.According to an embodiment, KPI control can be used for single object, does not have object in groups.In the example of Figure 64, KPI control 2202e is automatically rotated through its configuration statistics for particular agent 2211a, and configuration statistics comprises " current processing time " and adds up 2209a.Similarly, KPI control 2202f is automatically rotated through its configuration statistics comprising " calling is abandoned " statistics 2209b, organizes 2211b for " technical support " agency.KPI control 2202h is also automatically rotated through its configuration statistics comprising " calling maximum latency statistics " 2209c, organizes 2211c for " customer service " agency.

User can by adding, cloning, edit and/or remove control its pervasive control panel 2200 self-defined according to the instruction of its responsibility according to its demand.Can based on concrete group, department or agency belonging to group for acting on behalf of the control initially providing default set.Then agency can based on the particular job self-defined control of agency.Such as, if first agent is the Supt. only instructing other to act on behalf of, then first agent can be contained in its self-defining user interface, and " login time " control allows first agent to monitor the login time of the agency that this first agent instructs.If second agent is also Supt., but there is the training proxy task of increase, different then between the user interface of second agent and the user interface of first agent are: except " login time " control, second agent can also comprise the data being suitable for training, and such as second agent is responsible for the trainee instructed and the statistics being about to the class occurred.

According to an embodiment, agency can select to add option 2204, for adding control and custom control uses for its people.When how option 2204 is added in selection, UI points out user select the existing control template for editing or cloning or set up new template, and new control is set up from this new template.

Figure 65 A-65G is according to an embodiment of the invention for creating the screenshot capture of the screen shown by new template.Then template can be used as to produce the basis minimizing control.

Template name field 2300 points out user to input title for new template, and description field 2302 points out user to input description for template.Then user selects among the list of dissimilar object 2304 being permitted for this template.In the example of Figure 65 A, select " agency " 2304a and " acting on behalf of group " 2304b object.Therefore, when user produces control based on template, he identifies that single agency or agency's group organize display statistics for the agency for identifying or agency.Starting " next step " option 2306 is the screen of object (one or more) display for selecting or add measurement type selected.In the example of Figure 65 B-65C, the statistics of newtype is by selecting to add option 2308 and provide applicable title to add for adding up in another name field 2310A.The another name of display statistics and description are also added via display another name field 2312 and description field 2314 respectively.Display format field 2316 is provided for the selection of time of the form of the value of the concrete statistics controlled in described control, quantity, integer, percent and word string.

When a certain particular value changes in statistical server 50, notify status field 2318 allows user to describe self-defined UI in detail will how to upgrade.Such as, " based on what change " notice is each upgrades the change that UI can cause concrete statistical value." time-based " notice upgrades UI at each given interval (such as per second)." based on what reset " notice just upgraded UI before concrete statistics is reset to 0.

When being configured for the new statistics of new template, user selects further via measurement type field 2320, the measurement type that can obtain from statistical server 50.According to an embodiment, the recommendation logic adopted by some other servers of self-defined UI or such as statistical server 50 can be configured to recommend the type of adding up based on the identification of other statistics such as selected by user.Such as, if user selects " login time " to add up, then recommend logic can be configured to recommend other to add up, other statistics is also suitable for being shown together with (ACW) time of such as dealing with the work afterwards.ACW time authorized agency spends in time quantum during calling aftertreatment (such as writing annotation).

According to an embodiment, each being configured in statistical server 50 of logic maintenance is recommended to count on the relevant mapping of other statistics be also configured in statistical server 50.Control can be assigned to each be correlated with for determine a statistics how with another statistical correlation.How long jointly can occur determining how two statistics are relative to each other based on two statistics in such as existing template.This is particularly useful for the liaison centre with high number quantitative statistics (user adds the possibility of control).

According to an embodiment, jointly can be shown and/or be visually highlighted with the most closely-related statistics of statistics selected.Recommend statistics can also in bubbling in the foremost of list or appear at during separately " recommendations " classify.

Filtered fields 2324b allows the specified criteria specified in user's logic-based condition to describe the statement of the state be defined for except calling and the non-call relevant to activity in detail.The selection of next step option 2326 provides the configuration detail of new statistics, and when from template establishment control, this statistics is added to template and is selectable, as shown in Figure 65 D.The selection of next step option 2328 is provided for the screen selecting Show Options, and Show Options is used for the control from template establishment.

Figure 65 E is according to an embodiment of the invention for selecting the screenshot capture of the screen of Show Options.Control type field 2330 points out user to select in for various types of displays of control, and based on this control of template establishment, all kinds of display comprise list display, annular display and KPI display.In the shown example, annular display is selected for and produces annular control 2331.The statistics centre that title static fields 2332 points out user to configure in difference is selected, and adds up and is shown in the title segment 2338 of annular control 2331 as title.In the shown example, the title statistics be shown is the statistics newly configured from the step Figure 65 B-65D.

Alert field 2336 point out user identify should be monitored statistics, for providing warning.In the shown example, new configuration statistics is monitored for providing warning.

Control preview 2334 part of screen provides the preview of annular control 2331, and annular control can create based on new drawing template establishment.As shown in the example of Figure 65, the display another name of title statistics is presented in the title segment 2338 of control together with the corresponding statistics in the center 2340 of annular display with being highlighted.Centric quantity is the total of the statistics of the identical type being calculated for three different object 2333a-2333d, will be three different object display title statistics.Create once terminate option 2342 in selection, then template can be used for creating control.

Figure 65 F is according to an embodiment of the invention for configuring the screenshot capture of the screen of KPI control 2345.When configuring KPI control, self-defining UI points out user to select in single Title object 2344, and statistics will be displayed to single Title object.The Title object selected is displayed in the title segment 2346 of KPI control 2345.Select being shown the certain statistical being used for Title object from the statistics list being arranged to template.According to an embodiment, for KPI display, the statistics of selection is rotated through seriatim and is presented in the rotation statistical sectional 2350 of KPI control 2345.

According to an embodiment, the selection of concrete statistics can be selected about by other statistics of statistics selected automatically.Such as, if user's selective call response statistics 2348, UI automatically can select/recommend (such as via check mark) " guiding call answering " to add up 2348b and " high-quality call answering " adds up 2348c.The statistics 2348b, the 2348c that recommend can bubbling up front and be shown together with the statistics clearly to select.User can cancel selected one or more those and recommend statistics, and those recommend statistics undesirably via control display, and/or select not by one or more statistics of automatically recommending expressly, except non-user requires to show via control.

Figure 65 G is according to an embodiment of the invention for the screenshot capture of the screen of configured list control 2366.List control display is used for a statistics of multiple object.When configured list control 2366, self-defining UI points out each the display size 2360 of user in other things in alternative 2368.Be presented at the statistics for each object minimized in list control and add up 2362 fields selections via title.The title of the title statistics selected is displayed in the title segment 2364 of list control 2366.User can to sort the display command of different object 2368 from low to high or from high to low by selecting the sort options 2370 be applicable to.According to an embodiment, when list control maximizes, user also selects the statistics of other type that can be shown.

User can also select in existing template, thus produces control according to the template selected.The selection display being applicable to template and editing options has been filled with the existing template of data.Figure 66 is the screenshot capture of existing according to an embodiment of the invention template.Statistical sectional 2400 display is selected for the another name of each statistics of concrete template.The selection of the concrete statistics in statistical sectional 2400 provides the configuration detail selecting statistics.Such as, the configuration information that the selection added up shows such as measurement type 2320a " is supported to reply ".

Figure 67 is the screenshot capture of another example of pervasive according to an embodiment of the invention control panel 2200a.Pervasive control panel comprises and different minimizes control, minimizes control and comprises such as agent logs list control 2500.Agent logs list control 2500 shows " total login time " title statistics 2503 for particular agent 2504.According to an embodiment, all controls comprise for being transformed into from minimizing control display the minimized/maximized icon 2502 maximizing control display (vice versa).Maximize control display and provide via minimizing control the subsidiary details and option that can not watch.Once maximize, user can select the stacking bar view of subsidiary details, grouping bar view or Grid.

Figure 68 A-68C is the screenshot capture of the dissimilar maximization view 2600A-2600C of the agent logs list control 2500 of the display when selecting minimized/maximized icon 2502.According to an embodiment, maximize view and the updates be associated with agent logs list control 2500 be not presented in minimized view are provided.When via template generation control, this updates can be configured by user.When according to maximization view display control, the selection of identical minimized/maximized icon 2502 can make control restore back minimized view on control panel.

Figure 68 A is the screenshot capture of the maximization control 2600a providing stacking bar view according to an embodiment of the invention.In this view, each agency display statistics (other or replacement title statistics 2503) is respectively via side slat (such as login time bar 2602a, ready time bar 2602b, non-ready time bar 2602c and ACW time bar 2602d).Bar for each agency overlies one another to provide the visible instruction of each agency how compared with another is acted on behalf of about each measurement type.Agent object can be classified with any applicable order, and this is applicable to order and comprises lexicographic order, ascending order, descending etc.

Figure 68 B is the screenshot capture providing the maximization control 2600b of grouping bar view according to an embodiment of the invention.Dissimilar statistics is also displayed in this view, but the bar describing different statistics for each agency is grouped and compared with overlieing one another and how showing with the agency in another region for the performance describing the agency in a region visually.

Figure 68 C is the screenshot capture providing the maximization control 2600C of Grid according to an embodiment of the invention.According to this view, the difference statistics being selected for control is shown with grid format.

III. with the UI that third party's network platform is integrated

Figure 51-59 is the screenshot captures of the different instances gui screen presented by the vertical application 52 operated in the network platform 20 according to an embodiment of the invention.Those skilled in the art will recognize that: graphic user interface can also wherein the direct access web server 40 of tenant user and do not need to call third-party platform element 20 when provided by the webserver 40 in remote computing environment 24.According to an embodiment, graphic user interface may be used for implementing logical routing to recommend liaison centre according to such as industry the best.Graphic user interface can also be used to guide contact center users and configure logical routing a step by a step according to the business needs of specific liaison centre.In this, when liaison centre staff login and show liaison centre arrange be applicable setting time, vertical application 52 presents the UI page of the different options had for configuring liaison centre.This option can comprise such as user management option one 02, skill management option one 04, routing configuration option one 06 and media management option one 08.

The screenshot capture of the UI page 100 that Figure 51 presents when being and selecting user management option one 02.The selection of user management option can show the registered user 110 of third party's network gateway.According to an embodiment, the user of third party's network gateway can be activated user as vertical application 52 or keeper.In one embodiment, user user is corresponding with the agency 11 of liaison centre.In addition, the profile information of the registered user of the registered user 110 of third party's network gateway can be migrated in vertical application 52, for editing this profile information to add relevant data, sets for liaison centre.The profile information of editor's particular user is by from user is selected in the list 110 of registered user.

According to an embodiment, third party's network gateway is the Customer Relationship Management door for concrete business entity, and its user is sale or the Customer Service Representative of concrete business entity.Third party's network gateway can provide the representatives with customer profile data or account history, maybe can allow the tracing and managing marketing activity, client communication or process relevant out of Memory with the sale of concrete business entity.According to an embodiment of the invention on the one hand, utilize the vertical application 52 easily integrated data corresponding with the user of third party's network gateway, user data can be used by vertical application 52, and do not need to re-enter user data.

The screenshot capture of the UI page 120 that Figure 52 presents when being the concrete registered user of selection according to an embodiment of the invention.The selection of particular user makes vertical application 52 from the profile information of third party database retrieval user.Except usual to be provided by third party database except field, vertical application presents the profile option relevant with liaison centre further, and it can be set for user.This profile option relates to but is not limited to the role 122 of user, technical ability 124 provide telephone number (such as the telephone number of routing call) for user 116.Set extra profile data for user and select to save options in 130 liaison centre's databases that profile data are stored in by the management of in database server 48.If user is the disabled user as vertical application 52, inactive user option makes this user remove from liaison centre's database.Mode according to this, vertical application 52 allows retrieval user being arranged on to the profile information in third party database, for adding extra profile information for those users, and starts this user in vertical application.

The screenshot capture of the UI page 140 that Figure 53 presents when being and selecting more than one registered user 110 according to an embodiment of the invention.The selection of multiple user makes vertical application 52 indicate this user and these users is presented in independent window 142.Independent window provides the editing options 144 with different operating (such as distributing role, telephone number, technical ability etc.), and when selecting editing options, editing options makes by the user's executable operations simultaneously selected.That is, vertical application 52 can allow a large amount of editors of registered user 110.

The screenshot capture of the UI page 150 that Figure 54 presents when being and selecting route option 106 according to an embodiment of the invention.The selection display available queue of route option, this available queue can be selected for the logical routing limiting or redefine for this queue.In this, queue is the input point to liaison centre.All introducing terminal user 14 callings arrive queue.According to an embodiment, queue is identified by queued name 152 and telephone number 154.

In one embodiment, liaison centre can have one or more queues associated with it, and wherein each queue is associated with single telephone number.Such as, several telephone numbers that terminal client 14 can call out to arrive liaison centre can be had.Each telephone number can arrive the different subunits (such as Credit Card Department, mortgage department, personal account department etc.) of such as liaison centre or concrete registered user 110.But embodiments of the invention are not limited to this, such as each queue can be associated with multiple telephone number, or multiple telephone number can be associated with a queue.

According to an embodiment, each queue is associated with route template, this route template and then be associated with logical routing/logic.Drop-down pattern plate bolster 156 allows administrator configurations and/or reconfigures the logical routing being assigned to queue.When user indicates editor or distributes route template to concrete queue, multiple templates that web server retrieves demonstration manager can select based on business needs.

Figure 55 shows the screenshot capture that can be used for the UI page 160 being carried out the storehouse of the different route templates 162 selected by keeper according to an embodiment of the invention.According to an embodiment, for user selects and the route template that initially shows can depend on the profile information of the liaison centre by being configured with applicable business logic.Such as, route template can be organized in the mass storage device managed by database server 48 according to different industry fields (such as financing, retail, medical treatment etc.), and the type being shown to the template of user can depend on the industry field identified in liaison centre's profile information.Route template can also be classified according to other criterion of such as liaison centre's size.Other classification and the subclassification that can be used to tissue and recommendation route template are apparent to those skilled in the art.

According to an embodiment, route template is also changed by complicacy.User (such as via complicated sliding part) can select the concrete level of complicacy that is applicable to, and different templates can be selected based on the level selected.Such as, conventional mould can trigger the one or more subtemplates providing the route complexity of increase.Alternatively, the different parameters in single template can be activated based on the level of the complicacy selected or forbid.

In the example that Figure 55 describes, there is the selection of the different templates display user of different route complexity.Such as, the template with minimal complexity be wherein play user configured greeting after route the call to the template 162a of any available agent, be then template 162b to 162e.

In more detail, after the user configured greeting of broadcasting, template 162b routes the call to user authorized agency or skill group.Before routing the call to any available agent, template 162c play user configured greeting then check user configured vacation, working day, the working time, etc.Before routing the call to the agency or skill group that user specifies, template 162d play user configured greeting then check user configured vacation, working day, the working time, etc.Template 162e plays user configured greeting, play user configured to provide and based on providing menu setecting routing call.Before broadcasting provides menu, template 162f plays user configured greeting, checks user configured vacation, working day, working time etc., and based on providing menu setecting routing call.In addition, wherein in vacation, working day, working time etc. checked template, After Hours message or holiday message can be play before being routed to voice mail.Those skilled in the art will recognize that above-mentioned template is case template, and when not deviating from protection scope of the present invention and spirit, other template with different logical routing can also be used.Such as, template can comprise hierarchical menu option, that is, wherein call out and provide menu setecting to be routed to another to provide menu based on current.

According to an embodiment, route template is parameterized.In this, route template operation parameter value is to realize specific activities.Such as, when initial speech processes is played to terminal client, the actual universal resource identifier (URI) of media file is the value of a parameter of template.As another example, when be routed to alternately there is the acting on behalf of of concrete skill time, actual skill title is the value of another parameter of template.

Route template is general.In the various liaison centres of being deposited by remote computing environment, any one can use identical route template.Because route template operation parameter, utilize the different clients of identical route template can the different parameter value of regulation, customize their mutual and how to process.Exemplary parameter relates to greeting to be played when first receiving calling, the destination routed the call to, the music type to be played when calling is routed to destination, will be provided to the type of the menu option of caller; By inspection working time and vacation, pending other routing activity any etc. before the concrete message of broadcasting.

According to one embodiment of present invention, route template comprises with properties:

Customer identification

Name;

Describe;

Route Ce Lve – SCXML (constitutional diagram extend markup language) strategy;

Template Fang An – describes this template and uses what parameter and limit the scheme (being also called as metadata) about the additional information (such as type) of parameter.It is also for generating suitable user interface, and therefore user can specify the value of routing parameter easily in the layoutprocedure of liaison centre.

Metadata for concrete route template limits and comprises the parameter of title, and title is shown in graphical user interfaces to point out the scope etc. of value of the input of the user's value for relevant parameter, the type for the user input values of the expection of relevant parameter, the expection for relevant parameter.According to an embodiment, parameter object has with properties:

Display name claims the – parameter name that will be shown in the user interface;

The Short Description of Miao Shu – parameter;

Class type – parameter type must be that in specified type (such as illustrates " time zone " type in the time zone of liaison centre; " vacation " type on date vacation is described; Illustrate " working day " of timing on working day; " working time " type of regulation working time; Illustrate that audio frequency, video etc. are with " media resource " type used in routing procedure; " destination " type of route destination (such as skill, agency etc.) is described; With " the selection activity menu " type described the activity performed by logical routing);

Duo Chong – describes this parameter Boolean whether in a row; " actual " represent that this parameter can keep several objects of stated type.

According to an embodiment, the metadata for concrete route template can also limit the unit being called as " block ", and this is the logical groups element for one group of parameter with some total things.Block can also form tree structure by having multiple sub-block.Therefore, the metadata for concrete route template can be described to a series of pieces.According to an embodiment, the block limited by metadata can be as above such as with reference to the block 264 of the logical routing Figure 26 2 described in Figure 20.

According to an embodiment, each block has following JSON (JavaScript object representation) and illustrates:

The title that Kuai – is this piece;

Lei Xing – block type, can be following in one: " simply ", " state ", " menu ", " menu item ";

Display name claims the – block title that will be shown in the user interface;

Miao Shu – Short Description;

Parameter-containing the object of one group of user's configurable parameter that will be displayed in block; Form hereinafter should be had: { < parameter 1_name >: < parameter 1_spec >, < parameter 2_name >: < parameter 2_spec > ... };

The a series of sub-block of Kuai – (optional).

Figure 56 is the screenshot capture of the UI page 165 showing the parameter for the route template 162a selected according to an embodiment of the invention based on the metadata be associated.The UI be appreciated that in Figure 56 can be replaced by relative to the UI that such as Figure 20 describes by those skilled in the art.That is, the parameter of described group that is configured can be expressed as the block 264 of logical routing Figure 26 2.In this, parameter will be linked and be presented in logical routing figure, make it follow the tracks of the mutual actual flow by logical routing process.

This group parameter be shown can depend on the function that template provides.In the shown example, parameter comprises broadcasting greeting parameter 168 and routing call parameter 170.In response to the parameter of display, prerecord hello messages to be played when liaison centre keeper selects initially to be replied alternately and mutual just waited for music to be played when being routed to available agent.

Parameter in the UI page 165 of Figure 56 presents based on following metadata:

The value of the parameter be stored based on the input being configured to respond in Figure 56 the parameter shown can be as follows:

As mentioned above, UI page 165 display relates to the parameter of the specific template of selection.Therefore, and based on the template selected, user can point out input service vacation, working day, working time etc., selection activity is to input the concrete agency that is routed to or skill group in work outer time, select voice message to play in the particular step of process calling, specified campaign is to input concrete numeral from the telephone device of user or to input other parameter value be associated with the routing operations of template.

According to an embodiment, user can such as in response to another virtual queue that the selection regulation of menu item will be routed to.Here, other virtual queue can relate to another department, another telephone number etc. of another template (such as another template type), business entity.

Figure 57 is the screenshot capture showing the storehouse that can be used for the different skill groups 182 be associated from registered user 110 and logical routing according to an embodiment of the invention.Keeper can set up skill group 182 by selecting to add option one 84.When creating skill group 182, vertical application 52 can point out skill title and skill to describe.According to an embodiment, after skill group 182 is stored in skill group storehouse, concrete registered user 110 (such as acting on behalf of 11) can be assigned to skill group 182 by the skill title in the skill field 124 of concrete registered user's profile by keeper, and keeper can input skill group 182 for being routed to concrete skill group 182 when configuring logical routing in parameter field.

Figure 58 is that when configuring the parameter of the logical routing selected, display can be used for the screenshot capture of the UI page 185 in the storehouse of the different media files 186 selected according to an embodiment of the invention.Media file 186 can provide or be stored in media server 46 place by being stored in media server 46.According to an embodiment, keeper adds new media file by selecting to add option one 88.The media file newly increased can be stored in media server 46 place for selecting from media file storehouse subsequently.Keeper can by clicking the broadcasting icon previewing media files be associated with media file 186.

According to the one side of one or more embodiment of the present invention, the keeper of liaison centre can configure liaison centre by the registered user (agency as liaison centre) starting third party's network gateway, the registered user enabled is assigned to skill group, telephone number (one or more) is associated with the registered user enabled and liaison centre, and from a configuration logical routing available logical routing template.After configuration liaison centre, liaison centre can be illustrated in remote computing environment to receive and process contact mutual (such as calling out).

Figure 59 is the screenshot capture of display for the exemplary UI page 190 of the control panel 192 of the activity of keeper's policer operation liaison centre.According to an embodiment, control panel is produced by vertical application 52.Control panel can comprise the real-time and historical data be associated with concrete liaison centre.In addition, control panel can comprise the data from third party's network gateway.Control panel can utilize configurable chart to show liaison centre's data, makes keeper can understand rapidly and easily the state of liaison centre.The information be presented on control panel can including, but not limited to the quantity of login user, historical log record, call activity, call duration, call time, retention time and marketing information.

Figure 60 is the processing sequence of the logical routing illustrated according to an embodiment of the invention for configuring liaison centre and the signal flow graph for the logical routing route inbound call based on configuration.

In order to be liaison centre configuration logical routing, contact center users utilize be presented at user's web browser 51 Fig. 2) on UI 180 by the list request of route template to web application 182, web application 182 operates on the webserver 40.According to an embodiment, UI is provided by the specific software 52 (Fig. 2) operated in third party's network platform 20.Web application 182 and then this request is submitted to the mass storage device 184 managed by respective database servers 48 (Fig. 1).The route template list of retrieval is provided for and is shown to UI 180.UI receives the identification of user's selection together with queue/route point of concrete route template, the queue/route point assigned by route template.The route template selected is stored in mass storage device 184 to the distribution of route point.

Request is sent to search argument from the meta data file be associated by UI 180 in addition.During response, web application 182 is retrieved the meta data file that is associated and is produced display based on the parameter specified hereof.Contact center users is the parametric distribution fit value of display and these values is submitted to web application 182, and described value is stored in Large Copacity storage device 184 by web application subsequently.According to an embodiment, parameter value can be linked to access medium or be assigned to other object of parameter.

Once be prescribed for the parameter of the route template selected, enter calling to associated queue all and be processed according to corresponding logical routing.

Call routing processing sequence starts along with the calling entering into route point (queue be such as associated with telephone number).Call event is also assigned to business process server 42 by sip server 44 receipt of call, and business process server 42 requester network application program 182 is given for the route template strategy of queue with retrieval.SCXML coding for implementing logical routing to be retrieved from mass storage device 184 and to be sent to web application 182.Request is sent to business process server 42 to perform logical routing via SCXML coding by web application 182.According to an embodiment, the SCXML coding implementing logical routing comprises the initial active called by business process server 42, to obtain the parameter that the actual value of route template parameter route template parameter or the block as routing diagram 262 limit.The execution of initial active makes the value request being sent to web application 182 being obtained the parameter being stored for concrete queue (or route point).Parameter value is returned to business process server 42.Business process server then utilizes the parameter value of retrieval to perform logical routing.This can comprise such as plays special sound prompting.Voice message can via the URL retrieval being given for relevant parameter.Can also based on corresponding parameter value from acting on behalf of group selection particular agent.Once have selected agency, request is sent to sip server 44 to route the call to by the agency selected.

According to one embodiment of present invention, for implementing recommend logical routing and be extended for the use of the template or other graphic user interface that instruct user to configure logical routing step by step according to the business needs of specific liaison centre in other configuration activities of execution in the initial deployment process of liaison centre and after liaison centre is deployed according to industry the best.Such as, when new liaison centre is by initial deployment, contact center users can be selected to be used for being conducted through layoutprocedure from different predetermined configurations templates.Configuration template can be organized in the mass storage device managed by database server 48 according to different industries (such as finance, retail, medical treatment etc.).Configuration template can also be classified according to other criterion of such as liaison centre's size.Other classification and the subclassification that may be used for tissue and/or recommended configuration template are apparent to those skilled in the art.

According to an embodiment, configuration template comprises the involved parameter for implementing configuration liaison centre according to the best of relevant industries.Such as, two 800 numbers that can have for arriving liaison centre are implemented for the best of the liaison centre in financial circles.Therefore the template be sorted under finance classification can point out contact center users to be that liaison centre selects two 800 numbers, for being stored as the value of this relevant parameter.In another example, the best industry for liaison centre's (be identified and be positioned at California) is implemented can be its proxy setup English and Spanish technical ability.In another example, the best industry for the liaison centre of financial industry is implemented to have for the independent queue of bank, for the independent queue of mortgaging etc.Therefore contact center users can be prompted input and each the relevant information (such as telephone number) in recommended queue.

According to an embodiment, can recommend to allow outside what contact center users to carry out via configuration (or route) template certain self-defined.Such as, if template prompting is used for concrete pre-qualified queue, and liaison centre requires to set up not by the queue that template limits, then this template has enough flexible to allow user to input this self-defining queue.Such as, parameter that template can comprise " inputting other queue ", user can select this parameter to provide queued name, quantity etc.

According to an embodiment, in the mass storage device that the configuration template of selection and being stored in is managed by database server 48, and be provided to the configuration server 41 for automatic deployment described in liaison centre.When disposing liaison centre, configuration server illustrates the virtual machine of the liaison centre 41 be used in remote computing environment and resource (such as calculating ground) is assigned to virtual machine, suitable with the demand of the liaison centre via configuration parameter identification.If liaison centre needs change, and need more or less resource, configuration server 41 dynamically according to amendment demand operationally between illustrate new virtual machine, by liaison centre's data from the first virtual machine (vm) migration to new virtual machine, and upgrade other needs all to ensure that calling is routed to new virtual machine.

Except automatically distributing except physical resource in layoutprocedure, configuration server 41 is also automatically configured associated server (such as SIP, media etc.) and takes other activity based on the parameter clearly identified according to needing of being pushed off.Such as, if credit card queue is enabled by the liaison centre in financial industry, then specific safety feature can be set up automatically when processing and being directed to the calling of this queue.

Although focus on interactive voice for the example of different embodiment, but those skilled in the art will recognize that: embodiment can extend to other mutual type, include but not limited to use any in real time with alternately non real-time of any communication channel, communication channel includes but not limited to call (PSTN or voip call), Email, vmails (voice mail by Email), video, chat, screen Screen sharing, text message, Social Media message, real-time Communication for Power Network (such as WebRTC calling) etc.

Those skilled in the art will recognize that the graphic user interface that describes in different embodiments of the invention can be provided by the end user device of one or more server of such as third party's network platform 20, the webserver 40, remote computing environment 24 or such as agent apparatus (computing machine, board, laptop computer, etc.).Such as, graphic user interface can by liaison centre base, be long-rangely deposited with in remote computing environment or the apps server downloaded on end user device provides.Can via Internet browser programs, stand-alone utility or any means access graphics user interface that other is applicable to.Graphic user interface can be adapted to operate in personal computer, smart phone, board or any device that other is applicable to processor and storer.According to an embodiment, storer stores the instruction of user interface and correlation function processor being provided describe in different embodiments wherein.With graphic user interface can input and/or be connected to conventionally known other input media any in this area of processor via mouse, keyboard, touch alternately.

Each in various server, controller, switch, gateway, engine, application program and/or the module that describes in the drawings before can be in one or more calculation element, run process on the one or more processors or Process Movement, performs computer program instructions and also interacts for the difference in functionality of performance description with other system unit.Computer program instructions is stored in memory, can utilize the random access memory of such as CD read-only memory, flash drive etc. (RAM) in calculation element, perform these computer program instructions.Computer program instructions can also be stored in the computer-readable media of such as other non-momentary.In addition, those skilled in the art will recognize that calculation element can perform via the combination of firmware (the specific integrated circuit of such as application program), hardware or software, firmware and hardware.Those skilled in the art it should further be appreciated that the function of different calculation element can be combined or be integrated in single calculation element, or the function of concrete calculation element can be crossed over other calculation element one or more and is assigned with and do not depart from the protection domain of exemplary embodiment of the present invention.Server can be the software module being also called module for short.Module group in liaison centre can comprise server and other module.

The intention of applicant is covered by claim, of the present invention all these use and can produce embodiments of the invention those change and be modified in and can be selected for disclosed object here, and spirit of the present invention and protection domain can not be deviated from.Such as, although template is provided as the example of the type of the user interface that can help to instruct user to configure and reconfigure liaison centre, it should be appreciated by those skilled in the art that other user interface mechanisms can replace or use as other template.Such as, wizard-like interface can provide a series of dialog box, and this series of dialog box guides contact center users by a series of configuration step.The concrete mode wherein showing template details for user also can be different.Therefore, should be illustrative in all fields and consider the present embodiment of the present invention without limitation, protection scope of the present invention will be represented by claim and equivalents thereof, instead of be represented by foregoing description.

Claims

1., for a method for the routing policy at design liaison center, comprise the following steps:

The graphic user interface designing routing policy is provided for by processor, described graphic user interface provides multiple optional piece and work space for installing the selected block in described multiple pieces, and each block in described multiple pieces is associated with the mutual logic of described liaison centre with for managing;

The described block identified relative to the identification of the position of other block in described workspace areas, and is placed in the position of identification by the identification of a block in receiving described multiple pieces by described processor and a described block in described workspace areas;

Routing policy is generated according to described piece in described workspace areas and this block position relative to each other in described workspace areas by described processor;

The described piece of layout in described workspace areas is stored as the routing diagram for routing policy by described processor; With

Logical routing is activated, for alternately inbound according to the logical routing management activated by described processor.

2. method according to claim 1, also comprises:

By the identification prompting user configuration parameter of described processor in response to the block of in described piece, described parameter to be provided as the input of respective logic.

3. method according to claim 1, also comprises:

By described processor in response to user command retrieval and show described routing diagram;

By described processor receives user's to edit described routing diagram;

By described processor identification to the amendment of described routing diagram;

Described routing diagram and described routing policy is revised in response to described amendment; With

Store the routing diagram of described amendment and described routing policy respectively as the routing diagram of redaction and routing policy.

4. method according to claim 3, also comprises:

The routing diagram of display different editions, each version is associated with the respective version of routing policy;

The user receiving in the version of described routing diagram selects; With

Activate the routing policy of the respective version be associated with by the routing diagram of version selected.

5. method according to claim 1, also comprises:

By described processor, described piece in described workspace areas is stored as single piece that can be used as the part of described multiple optional piece, wherein said single piece can be selected for generation secondary route strategy.

6. method according to claim 1, wherein, described multiple pieces comprise:

Begin block, described begin block is associated with the logic for being provided to described mutual initial treatment;

Menu block, described menu block with for providing the logic of menu option list to be associated;

Status block, described status block with for checking state and being associated based on logic mutual described in the condition managing checked; With

End block, described end block with for the described logic being routed to liaison centre's resource is alternately associated.

7. method according to claim 1, also comprises:

By described processor receives user's with routing policy described in preview; With

By the simulation of described processor according to described routing policy manage mutual.

8. method according to claim 7, also comprises:

During described simulation by described processor in response to the block called in described piece of routing diagram described in the logic visual identity that is associated with the block of in described piece.

9. method according to claim 1, also comprises:

When according to the management of described routing policy multiple mutual time, by the performance of described processor monitoring liaison centre;

By the block that described processor identification shows in the described routing diagram affected in described multiple pieces by liaison centre;

By the threshold value that described processor identification is associated with the block be identified;

Determine whether liaison centre's performance meets described threshold value by described processor; With

The outward appearance revising the block be identified is determined according to this.

10. method according to claim 9, wherein, the step of described amendment outward appearance comprises the color shown by block revised and be identified.

11. 1 kinds, for the system of the routing policy at design liaison center, comprising:

Processor; With

Storer, wherein when being performed by described processor, described storer stores instruction, to enable described processor:

Be provided for the graphic user interface designing routing policy, described graphic user interface provides multiple optional piece and work space for the block of installing the selection in described multiple pieces, and each block in described multiple pieces is associated with the mutual logic of liaison centre with for managing;

Receive the identification of a block in described multiple pieces and this block relative to the identification of the position of other block in described workspace areas in described workspace areas, and the block of identification is placed in the position of identification;

Routing policy is generated according to the block in described workspace areas and this block position relative to each other in described workspace areas;

Store the described piece of layout in described workspace areas as the routing diagram for routing policy; With

Activate routing policy for alternately inbound according to the routing policy management activated.

12. systems according to claim 11, wherein, described instruction also makes described processor in response to the identification prompting user configuration parameter of in described piece, and described parameter will be provided as the input of respective logic.

13. systems according to claim 11, wherein, described instruction also enables described processor:

Retrieve in response to user command and show described routing diagram;

Receives user's is to edit described routing diagram;

Identify the amendment to described routing diagram;

Described routing diagram and described routing policy is revised in response to described amendment; And

14. systems according to claim 13, wherein, described instruction also enables described processor:

The routing diagram of display different editions, the routing diagram of each version is associated with the routing policy of respective version;

The user receiving in the version of described routing diagram selects; With

Activate the routing policy with the respective version selecting the routing diagram of version to be associated.

15. systems according to claim 11, wherein, described instruction also enables described processor be stored in as single piece an of part that can be used as described multiple optional piece in described workspace areas using described piece, and wherein said single piece can be selected for and generate secondary route strategy.

16. systems according to claim 11, wherein, described multiple pieces comprise:

Status block, described status block with for checking state and being associated based on the logic that the condition managing checked is mutual; With

17. systems according to claim 11, wherein, described instruction also enables described processor:

Receives user's is with preview routing policy; With

Simulate according to described routing policy manage mutual.

18. systems according to claim 17, wherein, described instruction also enables described processor identify a block in described piece of described routing diagram visually in response to calling the logic be associated with the block of in described piece during described simulation.

19. systems according to claim 11, wherein, described instruction also makes described processor:

When multiple manage according to routing policy alternately time monitoring liaison centre show;

Identify in described multiple pieces of described routing diagram and show by liaison centre the block affected;

Identify and the described piece of threshold value be associated identified;

Determine whether liaison centre's performance meets described threshold value; With

The outward appearance revising the block identified is determined according to described.

20. systems according to claim 19, wherein, the described instruction for revising outward appearance comprises the color shown by block that amendment identifies.

21. 1 kinds, for being patrolled strategy by graphic user interface monitoring liaison centre route and made liaison centre's routing policy visualization method, comprise the following steps:

By the routing diagram of processor display description liaison centre routing policy, described routing diagram comprises multiple pieces, and each piece in described multiple pieces relevant with for managing with the mutual logic of described liaison centre;

When according to routing policy management with liaison centre mutual time, by the performance of described processor monitoring liaison centre;

Show by liaison centre the block affected in described in described processor identification multiple pieces;

Determine whether liaison centre's performance meets described threshold value by processor; With

The outward appearance revising the block be identified is determined according to described.

22. methods according to claim 21, also comprise:

By described processor receives user's to edit described routing diagram;

Described routing diagram and described routing policy is revised by described processor in response to the amendment of described routing diagram; With

By the routing diagram of described processor memory modify and routing policy respectively as the routing diagram of redaction and routing policy.

23. methods according to claim 21, wherein, described threshold value is by sliding part by dynamic adjustments, and described method also comprises:

On-the-fly modified the outward appearance of the block be identified according to the dynamic adjustments of described sliding part by described processor.

24. methods according to claim 21, wherein, the performance of the liaison centre of described monitoring is interactive stream, abandonment rate, average handling time or at least one in the average latency.

25. methods according to claim 21, wherein, show by described liaison centre the block affected and act on behalf of group with specific liaison centre and be associated.

26. methods according to claim 21, wherein, described threshold value is based on prediction performance.

27. methods according to claim 21, wherein, the step of the outward appearance of the block that described amendment is identified comprises the color shown by block revised and be identified.

28. methods according to claim 21, wherein, the user of step for warning liaison centre to show of the described outward appearance of described amendment.

29. methods according to claim 21, also comprise:

User input apparatus on the block suspending in described multiple pieces of described routing diagram by described processor identification; With

Show additional information on described piece as pop-up window by described processor, wherein when described user input apparatus is detected no longer suspend on described piece time, described pop-up window disappears.

30. methods according to claim 29, wherein, described additional information is the multidate information changed according to the performance of described liaison centre.

31. 1 kinds, for monitoring liaison centre's routing policy graphic user interface and making the visual system of liaison centre's routing policy graphic user interface, comprising:

Processor; With

Storer, wherein said storer stores instruction, and when it is performed by a processor, described instruction makes described processor:

The routing diagram of display description liaison centre routing policy, described routing diagram comprises multiple pieces, and each block in described multiple pieces is associated with the mutual logic of liaison centre with for managing;

Monitor liaison centre when managing according to routing policy with liaison centre mutual to show;

Identify and show by described liaison centre the block affected in described multiple pieces;

Identify the threshold value be associated with the block be identified;

Determine whether the performance of described liaison centre meets described threshold value; With

32. systems according to claim 31, wherein, described instruction also enables described processor:

Receives user's is to edit described routing diagram;

Identify the amendment to described routing diagram;

Routing diagram and routing policy is revised in response to described amendment; With

Store the routing diagram that is modified and routing policy respectively as the routing diagram of redaction and routing policy.

33. systems according to claim 31, wherein, described threshold value is by sliding part by dynamic adjustments, and described instruction also enables processor dynamically revise the outward appearance of the block be identified according to the dynamic adjustments of described sliding part.

34. systems according to claim 31, wherein, the performance of monitored liaison centre is interactive stream, abandonment rate, average handling time or at least one in the average latency.

35. systems according to claim 31, wherein, the block of the impact showed by described liaison centre is acted on behalf of group with specific liaison centre and is associated.

36. systems according to claim 31, wherein, described threshold value is based on prediction performance.

37. systems according to claim 31, wherein, the described instruction making described processor revise the outward appearance of the block be identified comprises programmed instruction, and described programmed instruction makes described processor revise the color shown by block be identified.

38. systems according to claim 31, wherein, the user of step for warning liaison centre to show of the described outward appearance of described amendment.

39. systems according to claim 31, wherein, described instruction also enables described processor:

Identify the user input apparatus on the block of time-out in described multiple pieces of described routing diagram; And

Additional information on showing described piece as pop-up window, wherein when described user input apparatus be detected no longer suspend on described piece time, described pop-up window disappears.

40. according to system according to claim 39, and wherein, described additional information is the multidate information changed based on the performance of described liaison centre.

41. 1 kinds, for being showed by graphic user interface monitoring liaison centre and making liaison centre show visualization method, are comprised the following steps:

By processor identification, multiple liaison centre measures;

By the predicted value that described processor identification is measured for described multiple liaison centre;

By described processor display with reference to geometric object, described have the multiple summits representing the predicted value that described multiple liaison centre measures with reference to geometric object;

The actual value that described multiple liaison centre measures is determined by described processor;

In the described display with reference to the display of geometric object being coated with current geometric object, described current geometric object has multiple summit, the actual value that described in described multiple vertex representation, multiple liaison centre measures, wherein when showing current geometric object, if the actual value that specific liaison centre measures and the predicted value that described specific liaison centre measures have deviation, the display position of the respective vertices that the display position of certain vertex that then the specific liaison centre of the expression of current geometric object measures is measured with the specific liaison centre of expression with reference to geometric object has and departs from, if and the actual value that described specific liaison centre measures equals the predicted value that described specific liaison centre measures, then the display position of the certain vertex of current geometric object is corresponding with the display position of the respective vertices with reference to geometric object.

42. methods according to claim 41, wherein, described is two-dimentional triangle with reference to each in geometric object and described current geometric object.

43. methods according to claim 41, wherein, described prediction liaison centre measure to measure with described actual liaison centre comprise interactive quantity, average handling time or act on behalf of in quantity at least one.

44. methods according to claim 41, wherein, the actual value that described current geometric object is measured in response to described specific liaison centre is visually highlighted, and the predicted value that described actual value and described specific liaison centre measure has deviation.

45. methods according to claim 41, wherein, the actual value measured for described multiple liaison centre and predicted value are updated with cycle basis, and when responding, the display of at least described current geometric object is updated based on the actual value upgraded.

46. methods according to claim 41, wherein, the visible instruction whether described deviation provides preset service level to be satisfied.

47. 1 kinds, for being showed by graphic user interface monitoring liaison centre and made liaison centre show visual system, comprising:

Processor; With

Storer, wherein said storer stores instruction, and when performing described instruction by described processor, described instruction enables described processor:

Identify that multiple liaison centre measures;

Identify the predicted value being used for described multiple liaison centre and measuring;

Display is with reference to geometric object, and described have the multiple summits representing the predicted value that described multiple liaison centre measures with reference to geometric object;

Determine the actual value that described multiple liaison centre measures; And

In the described display with reference to the display of geometric object being coated with current geometric object, described current geometric object has multiple summit, the actual value that described in described multiple vertex representation, multiple liaison centre measures, wherein when showing current geometric object, if the actual value that specific liaison centre measures and the predicted value that specific liaison centre measures depart from, then the display position of the respective vertices that the display position of certain vertex that the specific liaison centre of the expression of current geometric object measures is measured from the specific liaison centre of expression with reference to geometric object departs from; And if when the actual value that specific liaison centre measures equals the predicted value that specific liaison centre measures, then the display position on the concrete summit of current geometric object is corresponding with the display position of the respective vertices with reference to geometric object.

48. systems according to claim 47, wherein, described is two-dimentional triangle with reference to each in geometric object and described current geometric object.

49. systems according to claim 47, wherein, described prediction liaison centre measure to measure with described actual liaison centre comprise interactive quantity, average handling time or act on behalf of in quantity at least one.

50. systems according to claim 47, wherein, described instruction makes described processor in response to the actual value that described specific liaison centre measures, current geometric object is visually highlighted further, and the predicted value that described actual value is measured from described specific liaison centre departs from.

51. systems according to claim 47, wherein, described instruction also make described processor be updated periodically actual value that multiple liaison centre measures and predicted value, and make described processor upgrade the display of at least described current geometric object based on the actual value be updated further.

52. systems according to claim 47, wherein, the visible instruction whether described deviation provides preset service level to be satisfied.

53. 1 kinds, for the method for the control panel user interface that provides liaison centre to monitor, comprise the following steps:

There is provided control panel user interface by processor, described control panel user interface comprises the first display control, and described first display control is that the first liaison centre object display first is measured according to the first display format;

Receive user's startupoptions to add the second display control by described processor, described user's startupoptions is provided by described control panel;

Shown for generating the template that described second shows control by the interpolation of described processor in response to user's startupoptions, wherein said template being pointed out the input of second liaison centre's object, being used for multiple statistics of second liaison centre's object and the identification of second display format by being shown;

The user being detected the first statistics of described multiple statistics by described processor is selected;

Select to recommend the second statistics of described multiple statistics according to the user be included in described second display control by described processor;

Described second control is generated based on the information inputted via described template by described processor;

On described control panel, show described second control by described processor, described second control is according at least one statistics for described second liaison centre's object in the described multiple statistics of described second display format display; With

Described first control and described second control moved to respectively primary importance on described control panel and the second place in response to the user operation of described first control and described second control.

54. methods according to claim 53, wherein, described first display format or described second display format are that multiple object shows a statistics.

55. methods according to claim 54, wherein, described multiple object is three.

56. methods according to claim 53, wherein, described first display format or described second display format are that single object shows multiple statistics.

57. methods according to claim 53, wherein, described first display control is displayed on described control panel according to the first view, and described method also comprises:

The selection of the icon on described first display control is detected by described processor;

The second view display and described first according to described first display control shows the excessive data that control is associated, and wherein said excessive data is not presented in described first view;

When according to described second view display, detected the selection of the icon on described first display control by described processor; With

Recover on described control panel, to show described first display control according to described first view by described processor.

58. 1 kinds, for providing the system of control panel user interface for liaison centre's monitoring, comprising:

Processor; With

Storer, wherein said storer stores instruction, when performing this instruction by described processor, makes described processor:

There is provided control panel user interface, described control panel user interface comprises the first display control, and described first display control is that the first liaison centre object display first is measured according to the first display format;

Receive user's startupoptions to add the second display control, described user's startupoptions is provided by described control panel;

Add the template of display for generating the second display control in response to user's startupoptions, wherein said template be configured to point out for second liaison centre's object input, be used for multiple statistics of second liaison centre's object and the identification of second display format by being shown;

The user detecting the first statistics of described multiple statistics selects;

Second statistics of recommending described multiple statistics is selected, for being comprised in the second display control based on user;

The second control is generated based on the information inputted via template;

Described control panel shows the second control, and described second control is according at least one statistics for second liaison centre's object in the described multiple statistics of second display format display; With

Described first control and the second control moved to respectively primary importance on control panel and the second place in response to the user operation of the first control and the second control.

59. systems according to claim 58, wherein, described first display format or described second display format are that multiple object shows a statistics.

60. systems according to claim 59, wherein, described multiple to liking three.

61. systems according to claim 58, wherein, described first display format or described second display format are that single object shows multiple statistics.

62. systems according to claim 58, wherein, described instruction makes described processor:

According to the first view display first display control on described control panel;

Detect the selection of the icon on the first display control;

The second view display and first according to the first display control shows the excessive data that control is associated, and wherein excessive data is not presented in the first view;

When according to the second view display, detect the selection of the icon on the first display control; With

Recover on control panel, show the first display control according to the first view.

63. 1 kinds of systems, described system substantially as with reference to accompanying drawing hereinbefore as described in.

64. 1 kinds of methods, described method substantially as with reference to accompanying drawing hereinbefore as described in.